Vivint
Reviews and Complaints

Good evening I have returned with viviant for the pass three months. I am very unsatisfied with the way I have been treated in the pass three months. The field manager Zach who came out to my house on a Saturday assured me that viviant was going to buy me out from my current alarm contract. Zach went as far as to write a letter stating that viviant was going to buy me out of the contract, and I signed the letter. This has not happened. I have been making payments to two companies for the pass three months. Zach will not answer my phone calls or texts. I did reach out to someone who supposed to have been his supervisor, however, I don't think he was who he said he was. He did text me back, haven't heard anything again. This is the number I called [protected].

Sincerely, Esma Stewart [protected]

Yes Philip J Meyer at 2580 Monaco Pkwy Denver Co 80207 I purchased the system from a door to door salesman I have a slight disability the equipment worked at my prior address upon moving to this address it worked for seven months just fine then 30 techs have been sent here to this address after dealing with this company I find out that it's protocol that after 5 visits the system should automatically be evaluated to be deemed unserviceable finally after 30 tax someone did that and told me I was going to get my money back for the equipment which I paid $14148 for and I owe $400 on it so I want all my money back if that requires me sufficing that loan so be it but I will have my money or I will have the equipment I want to speak to the legal team of this company when this was installed in this house the tech broke a $6000 antebellum diamond dust back mirror worth $6000 and you paid me $2000 I am a very irate customer and I want a call from someone in the legal department again Philip J Meyer [protected] thank you

When we signed up for Vivint security systems, they enrolled us in Fortiva credit to pay for the equipment. They've charged my account that I used to sign up for several time, and I still have to make payments to Fortiva. This is a major issue because now I'm essentially being charged twice for the same services. I brought up this issue multiple times with Fortiva and Vivint customer services in July, August and September and neither party can illuminate what exactly happened and why I'm being charged twice by each company. I brough this up with the agent who sold us the services and he instructed me to contact customer service who says that I need to pay them (Vivint). Since neither company has given me any answers and refuses to look into the issue and how this was set up, I need to try to resolve this through other means. Any help would be greatly appreciated.

I had a tech come in an issue and tell me what a great deal I could get expanding my security, including glass breaks upstairs and downstairs and installing smoke alerts. When he put up the smoke alarms I was concerned I wouldn’t be able get up there to change the batteries and he assured me that Vivant comes twice a year to change the batteries when we reset our clocks. Didn’t happen. I called about replacing batteries in the glass breaks. I tried what they told me but explained to them the glass break is too close to the top door frame and couldn’t get the face off. Someone was supposed to come to fix it. Never did. Needless to say I’m not thrilled with your customer service. And to add to this the smoke alerts are starting to beep. Plus, when I got the invoice the deal wasn’t so great. Keep in mind that sleeping with beeps isn’t conclusive with a good night’s sleep. I’m willing to change companies if I can’t get satisfaction from you.

I'm just making a paper trail in case something happens. This Vivint worker came to my home a few times. I told him I was in the middle of class and he asked when can he come back and I told him maybe Saturday then I rushed back to my virtual class. The worker showed up around 10:45 a.m. on Saturday morning and I advised him that I researched Vivint and I was not interested I will stay with Simply Safe however he looked at me with a evil look rubbing his beard and said I could of told him. I again advised him that I was not interested and will stay will Simply Safe and I had already looked up Vivint. He walked off rudely. My husband heard the conversation and was like what was wrong with that guy. Vivint needs to do better about who these people are that they are sending door to door. I remember this guy coming several times and I had told him I was not interested they are not professional people.

Do not purchase from this company.

I have a doorbell camera from Vivint. It was installed by Dish Network.

It consistently disconnected, although nothing else in my home did that.

I have been on with support for 2 months. I receive the same instructions that never work. The reps only know how to cut/paste different reset methods, landing on "you'll need to reset and restart your entire home network" as a last option.

I've had 8 reps over 2 months all break my system after I spend hours on my own getting it to at least record someone.

And never have I received a high level service rep return my call although I did get 1 call from a regular rep... But when I called her back I just got thrown in the std wait list.

I'm moving to simplisafe. It can't be worse.

I was offered a 30 day free trial of the vivint security system, which consisted of a sensor for a back door, a tablet-like panel mounted on a wall inside my home, and a front doorbell camera. After 2 weeks of giving the system a try, I did not want to continue service. some of the video clips would not show up in the app at all, even though I got a notification on my phone. Sometimes it would not record at all when someone walked up to the door. Also, anyone who I let in my house could look through the videos via the panel on the wall as there is no way to lock the screen so theres a privacy issue. Also didnt like the fees, it was over priced, and there is no way to do continuous recording and save the video. The main reason I canceled was that I had an active restraining Order, the perpetrator showed up to my house and the vivint system failed to record it at ALL! So I had no video to show the police. I sent in the cancelation letter I was given AND, called the number provided to cancel but none of my calls or messages were returned and I was apparently locked into a 2 year contract. I changed my debit card number when I realized they had been charging it, and tgey stopped my service. Vivint then sent a 2 thousand dollar bill to collections which I disputed to no avail. They dropped the bill amount down to 566 dollars but will not stop billing me and messing up my credit.

I am so tired of trying to get into the Vivint website to review my billing and review my account information. I keep getting this error "Authentication Failed: client_id is missing from request". I have made 6 calls to Vivint Customer Support (usually for 30-45 minuted or longer) and 4 out of the 6 calls I have been told that it is a problem with their system and that they are working on it. I have had two customer support reps put in "work tickets" and have never heard back from them nor had any correspondence that they were working the issue.

In all fairness I did get into my account one time and then it reverted back to the error msg. They have had me change my email and sign in three times, I have trudged up and down the stairs to the panel to input new emails and passwords.

I am just plain tired or trying to deal with customer service reps / the Vivint company that cannot fix this problem. I have no issues with any other companies and getting into my online accounts so I know its not my computer or internet provider. I ready to just buyout my contract and take my business elsewhere.

Approx: May 16, 2022, I purchased a home security from Vivint rep Auturo Diaz. Last name unknown. He showed me a price of $3801 for equipment and $91 for total monthly cost. He had me sign an agreement that only showed these amounts. The $91 contained the equipment and monitoring fee. He confirmed this when I asked him 3 times was this the total cost. Three days later I was contacted by the finance company (Fortiva) who then clarified the equipment cost was $3801 + $199 for total of $4000. I called Arthuro and we discussed the miscommunication and he agreed to reduce the cost of the equipment by $1200. On May 16, 2022, he also stated there is no contract and I can cancel anytime. I was sent a new PSA and was told that if I signed this new agreement, I would have to pay equipment and 50% of the monitoring fee. Arthuro never indicated I would have to pay 50% of the total service fee in addition to equipment cost if I ended the service before the 5-year contract/PSA ended. Quote "there is no contract". Vivint used deceitful techniques to hide the true cost of their service and want to hold me responsible for the unused portions of their contract if I cancel. August 8, 2022, I was told by Rebecca #205667 they could not provide me with their cancellation policy until I had paid off the equipment cost. The Vivint rep stated no contract; however, the PSA is the same as a contract in a different name. Rebecca #205667 told me I had to pay $4000 for equipment plus approximately $3200 to get out of the contract. It is less than 90 days old. Even if I cancel the non-contract agreement or PSA. I informed them that I signed an agreement that only had $3801. The full amount of the PSA with the equipment cost, the monthly monitoring fee, and total was never shown me by the Arthuro. I never saw the PSA in its entirety until it was sent to me with a signature that is not my authentic signature. I was deceived into agreeing a document that did not have all the numbers filled in.

I purchased a security system from a salesman named Jackie-Duy Mai (Printed Name 71746), on 1 Jun 22. The security system has been faulty from day one. I've had to wait for parts to arrive several days past the Cancellation 3 Day period and I still haven't received a satisfaction resolution on this issue as of today 2 Aug 22. The alarm system has gone off automatically when the system has been disarmed and we've been at home. One time the system went off due to their phone app from my wife's cell phone, while she was asleep and we were home. Several times two of the outdoor security cameras have gone offline. Several times when I try to view my cameras from my phone app I get a black picture. I have contacted Vivint several times and they have annotated notes from the calls I've made so they know I've made several attempts to contact them to get my security system repaired. I've had appointments setup that I have confirmed via text msg from them (Ref: #77518 on dates 29 Jul 22 and 30 Jul 22) about a technician arriving between 12PM and 4PM CST, but yet they stated that it was scheduled from 8AM to 12PM time of arrival. Also, I had a technician show up in the morning of 1 Aug after I had confirmed arrival time on the same day from 12PM to 4PM. He called me and stated he would come back the following day at 9AM, which he failed to show up and contact me of his delay. I called to complain and their notes stated he had already completed the work which he hadn't. The salesman also failed to correct my name on the contract as he had misspelled it. He also failed to pay off my contract with ADT the previous security company I had. I'm still being charged due to his promise to me.

My system has been compromised. Someone was speaking through my cameras, they are knocking cameras offline. The screen will record nothing but a green screen. The clips recorded on the panel are being moved around and are all jumbled with wrong times and out of place. When purchased security system I was guaranteed it could not be hacked also was told before purchasing that it did not require Wi-Fi to operate. Neither are true. Now that I complained about issues, they keep telling me they will get back to me and it’s been two weeks with no answers nor resolutions. It takes minimum a hr to even get a live rep on the phone, another hr of getting transferred to the “right” department, another hr of explaining to yet another person if issues only to be told they will get back to you and nothing. I have s system that is inoperable and they are still charging me money for equipment and a service that doesn’t even work.

I had my equipment installed with Vivint on Friday, July 15th, 2022. First of all I was told that was going to be a visit to explain the equipment, but the installer came in with full force to install it all. The installer, Troy, was nice and explained everything, but he was having difficulties with the Smart Lock, however, he left saying all was installed properly, but the next day as I left and returned, the smart lock would not unlock though the code and even with the key I had a hard time getting in the house. When I called Vivint they were mostly unhelpful. An appointment was scheduled for someone else to come in 4 days later, that appointment was canceled with no notice or reason and I only found out when I called to find out why the technician had not showed up. I spoke with a supervisor, Oakley, who was not very helpful and did not care whether my equipment was malfunctioning or not. Another appointment was then scheduled for Monday, July 25th and again, nobody showed and no notice. I am about done at this point and I'm sure I'll be looking at a legal battle with this company now.

I purchased Vivint home security system in the summer of 2019. We have had problems consistently the last 3 years. The camera goes offline, the whole system goes offline, the sensors go offline, we have false alarms so often that I have had the cops leave letters on my door stating that we will receive fines for anymore false alarms in a 12 month period. A few weeks ago I had a technician come out and check the whole system and he stated that the system panel needs to be moved to a different door. We do not use this door so this will not work for us. When I contacted Vivint to be removed from my account I was told that I would need to allow them to come out 5 more times and they would have to say themselves that my system will not work in my house before that can remove my account. It’s been 3 years and I have allowed technicians to come out and the system doesn’t work as I was told it would when I agreed to the contract. I simply want to move on and offered to give their equipment back and they said I could t or they would send to collections. Vivint does not keep up their end of their contracts and then leverages customers in order to keep getting their money. I highly recommend you start away from any contract with this company as they are simply about money and not safety.

We had a Vivint Security System installed in our Business in 2019, everything was fine until around the fall of 2021. We had our payment card hacked and got a new card but couldn't make the changes online, it was saying we didn't have administrative access to the account. We also tried multiple times to contact Vivint to get the issues resolved and never got to speak with a customer service representative or got a call back. We then were without a security system and monitoring which our insurance policy requires us to have so we were forced to install another system and change services. Now Vivint has sent our account to collections saying we violated our terms of agreement and contract with them. So what about the thousands of dollars we had to pay to have another company install and take over our security needs because Vivint wouldn't respond or help us get the account information corrected? Is that not a violation of the same contract? We had no issue with Vivint up until we could not update our payment info and could not get help, this is a customer service issue. So to date we now have a collections agency harassing us for payment that I don't feel we are responsible for. We have Vivint equipment that we paid for upfront that we cannot use and had to replace with another service due to non-response from Vivint. So I feel that Vivint is responsible for violating there end of the contract by failing to provide services.

We purchased equipment and began service for our business on May 1, 2022. Since that time, outdoor cameras go offline daily at approximately 9:45 PM and remain offline until approximately 6:00 AM. After 2 1/2 months, still no resolution. We have cameras that are of no use to us. Incompetent technicians and tech support. We are at the point that we will remove this defective hardware and return it to you. Customer service at your company is of no importance to anyone there.

I have asked them several times to stop calling. I was just asking for a quote and that I was not planning to purchase anything right now. I just needed to understand what they had to offer for services. I completely understood that prices do change but I currently did not have a home for installation and would have one in two months. That didn't matter. They called and texted every day. It did not matter how many times I told them I was not purchasing anything and if they continued to call me they would not receive my services. Well after today, I'm done. I'll go find some other company. Harassing is not a way to get someone to purchase your services, being respectful of their wishes is.

Sandra J. Wardrick June 23, 2022

525 Pebblestone Drive

Durham NC. 27701

Hm: [protected]

Cell: [protected]

To the Corporate Office of VIVINT

I am writing to you to inform of a recent incident with VIVINT. A horrible and unfortunate event for me, a long-standing customer. I have been a customer and alley for your company for many years. Bringing in new customers for you with several referrals.

In the early month of May 2022, one of your Sales Rep visited my home to invite me in upgrading my VIVINT equipment. I elected to upgrade my Sky Bell, in addition to your Smart Thermostats and a camera over my garage. I have been satisfied with all, except one. The Smart Thermostats.

The Technician arrived on May 19, 2022, and installed two thermostats, that were not compatible with my HVAC, system and caused it to SHUTDOWN. I know this because I had just had my HVAC system was serviced on May 7, 2022, and my system checked out just fine. The thermostats failed on June 5, 2022 with ERROR: “Cycle Delayed”. I called VIVINT on approximately, on Monday June 6, 2022 to inform them of ERROR code. Spoke with Kyle Sherman, Badge# 128131. I was on the phone with him for over an hour troubleshooting this issue. My brother had stopped by to check on me, while on the phone with Kyle, and he instructed him to remove thermostat panel and twist certain wires together, in order to override thermostat. He stated that with fan on the unit should automatically come on. But this did not happen. At this time, Kyle informed me that I should have my HVAC checked and that there was nothing that VIVINT could do for me. He blamed the issue on my HVAC and adamantly, informed me that VIVINT would not be sending anyone out to troubleshoot the issue. He bragged about how long he had worked for VIVINT and that he had been an installer previous to his present position. This entire situation could have been resolved, had he not been so arrogant, and simply set up an appointment to have the correct thermostats installed.

In resolving this issue, the HVAC company arrive on approximately June 20, 2022, after spending 13 days in my home, in which the temperature was 83 to 85 degrees. The HVAC technician came out and discovered that thermostats had indeed, malfunctioned and had shut my system down completely. He also confirmed my suspensions that the thermostats installed were not compatible with my HVAC system. He removed both VIVINT thermostats (I have dual system in my home with 2 thermostats) and re-installed old thermostats and unit began working again. This cost me $295 to get my system back online to cool my house. Your technician should have checked the compatibility of the thermostats prior to installing them to my HVAC system. In all honesty, I had my reservations, because your Technician was very young and appeared to in-experience installing and had issues with connecting the thermostats to the network and, ultimately had to call his supervisor for assistance.

I have been a long-standing customer with VIVINT, for the last 3 years at my current residence, and for many years before that, at my residence in Virginia. I am very disappointed that you would treat a long-standing customer in such a way, and I am considering changing company's.

In order to avoid escalating this issue, I would like for the following to happen:

1. Reimbursement for cost of HVAC service call of $295.00

2. $400.00 credit to my Fortiva account, in which I was finance though VIVINT.

3. Decrease in my monthly bill of $20.00 (since the thermostats have been removed in order for system to work

4. Have a VIVINT representative to to come to my home and remove all sensors and other equipment from my furnace.

If these needs cannot be met, then I will forwarding this letter to the NC Department of Justice (NCDOJ, the Better Business Bureau (BBB), Federal Trade Commission (FTC), and Consumers Complaints. I am allowing you five business to contact me in regards to this request.

You may contact me at the above address, email or by phone. All of these methods are listed above.

I look forward to hearing from you soon.

Regards,

Sandra Wardrick

15 years ago I had a alarm system installed, they deducted more than 34.00 a month from checking, about 3 years ago I asked them to lower my payments as I couldnt afford to keep paying this much. They did but renewed the contract. I called them a year ago and asked them to cancel the contract, I put it in writing they said it would cost me 600.00 to cancel. I called again, a few months ago, they just wanted to upgrade the equiptment, I said no I wanted it cancelled, again it would cost me 600.00, I told them I had the service 15 years, the children were grown, the doctors had told me I have 6 months to a year to live, they wanted a staement from my doctor. I have sold the house and moved and made them aware of it. They neve collected the equiptment but 4 months later I get a bill with 100.00 delinquint. Im 79 years old cant even drive anymore, but these people are rentless, where do I go from here. I cant pay them

Horrible Customer Service!

Technician called me and was rude from the start of the call. Lack of customer service skills were obvious. The issue started as the technician advised me I had no sensors on my account although I ordered them with my system.

I asked how could we solve this? I was advised to call Vivint customer service. After calling customer service, they advised that the senors had been removed when the new work order was created, however, they would add it back on.

They advised that the technician should of called them, not advise the customer to do so.

Then, I notice the cost of my service had gone up. It appears they are now charging me a different fee for the equipment and service, than originally offered. Since they do not provide you with a good faith estimate or copy of your order when you place the order, I feel they switch things up when they actually come out to do the installation.

Basically, they sold me on one price, then removed equipment and tried to charge me an even higher price.

Next, the technician ask me to text a copy of my id. I asked if the text was going to Vivint. The tech stated no, it is going to their personal phone. This was a red flag to me as Vivint never advised me of this procedure.

I called Vivint back and ask them about this policy, and the person stated that he never heard of it. I declined to text a copy of my ID to the technician and the technician left and stopped responding to my calls.

All-in-all, my order was wrong as a result of Vivint, and I was never advised of a policy of texting a copy of my id to the technician's personal phone. Also, Vivint uses a bait-and-switch tactic.

Bad company, bad service.

May 11, 2022 at 10pm (door-to-door sales by Vivint rep)

As a woman who just lost her male partner to suicide it is extremely uncomfortable having an unknown man (Brian from Vivint) come to my home at 10pm. Brian from Vivint asked to look at my door jam as I stood on my front porch and then entered my home after inspecting the door jam. This was absolutely unnecessary and totally unprofessional as he was aware that I had an existing home security system and allowed me

No opportunity to be heard when I said I was not interested in his service.

Brian demanded I give him my full social security number to which I refused. He began pressuring me and tell me it was safe. I realized I was in a situation that was totally outside of my comfort zone and I immediately started looking to see what was in arms reach should this man attempt to harm me. Brian then asked me who had more tattoos—me or my male counterpart l. There was never any mention, on my behalf, of my partner prior to this question being asked.

In an effort to get Brian to leave I started laying into the conversation around my now deceased partner (which I did not mention in our interaction—I spoke as if he was still alive). Brian quickly hopped on his public scooter and said he’d be back the next day.

Prior to leaving my property Brian asked for my phone number. I suggested I could provide an email address but Brian insisted he’d prefer to reach me via phone. Brian would not provide me a business card, he demanded I give him my full social security number, and he repeatedly asked me if I’d given him false information. I never agreed to a credit check, nor did I request a quote for services Brian was offering.

Brian was aware that I already had cameras on my property as the camera on my porch was the first thing he pointed out after somehow overlooking my large dog sleeping quietly on the porch within a few feet of him. This in itself was a red flag, in my eyes. Had my dog not been on the porch I’d have had no reason to open my front door to speak to Brian.

I already have cameras on every room in my house and surrounding my property, but after this uncomfortable interaction I’ve also purchased a firearm and additional security because who the heck knows what Brian’s intentions were.

Even if I needed additional home security, and even if Vivint had 5 star reviews, I wouldn’t even consider giving my money to this company after this uncomfortable interaction.