Vivint
Reviews and Complaints

When the vivant represenative sold us our unit, I informed him I already had a contract with ADP and was told by Vivant sales that I would be bought out of my current contract. The buyout never happened and I have called Vivant 5 times to no avail. Horrible customer service and Horrible sales Represenative. I would advise do not mess with Vivant

Once I called Vivant and spoke to them about my issue I was connected with the loyalty department. The represenative team member name was Britanee, I was offered 200.00 and payment deferment up to one year. However my buyout from ADT is 570.00 so I declined the offer and asked that what the sales represenative promised me be honored. I have still not heard back from Vivant and its 5 phone calls later.

Vivint is a horrible company. I’ve been trying to reach them since June. Cannot get into my account because the day password is wrong even though I have an e-mail from them with the password. Amazingly though, they respond when my CC is about to expire. We got totally screwed over on a move and are basically paying for someone else’s equipment. Please don’t sign a contract with them!

I would leave a ZERO if I could! Currently on the phone with them at 11:30 pm after they deducted $3800 dollars from my account, after being told that I would have a 5 year financing plan. I have had numerous calls about this in-which I was assured that this would be resolved. Spoke with customer service this past Friday and was told that I would have a call on Monday, NO CALL! Only a surprising deduction of $3800 from my account. I would cancel NOW, but I am stuck with this a$ company for a 5 year commitment of monitoring services where they have their hands in my bank account. STAY AWAY!

An article was posted on 6/27/2021 in the business wire.com stating "vivint smart home integrates with amazon echo show to extend leadership in voice controlled smart homes"
Vivint introduces more ways to control your smart home and view live video footage. "alexa show my doorbell camera"
Jeremy warren chief technology officer at vivint smart home is quoted in the article.
What is being said is not available as of today

I signed up with Vivint in October of 2020. They installed my equipment i8ncorrectly and it did not work. I tried to cancel and they said they would send out a technician to fix it. He can out and could not make it work either.

I called Vivint every month reporting that the system was not sending videos to my cell phone when people were at my doors. This is why I bought the system.

I tried to cancel over and over and kept getting bulled. $66.76 each month. Each time I called to cancel they sent out another tech. Finally, they agreed to remove the system in October - but they kept billing me!
I was told today, December 1, 2021, that they would close my account.

These people are horrible. AVOID THEM LIKE THE PLAGUE! They just want your $$$$. I paid close to $1, 000 for aggravation.

I was misled and misinformed about how my system would be set up and how it was intended to work. Had the agent been truthful with me about this, I would never have bought a package because it is not feasible where I live; it would have violated my apartment lease. Long story short, it was/is my opinion that the contract I signed was/is null and void considering I was misled and misinformed about what I was actually purchasing and demanded my money back - there was no way I could use/install the equipment I was sent. I call to get an update on my refund and all I get is the runaround, and different updates not only on the status of my refund but on the account itself - most recently, that I never returned the equipment (which I did and have delivery confirmation of it on my phone). This is no longer just about my money, this is about businesses NOT conducting business with honesty and integrity. I feel I was baited into buying something I couldn't use, and now that they have both my money AND their equipment, it's "oh, well, nice doing business with you". NO! This is not okay. If this happened to me, it can happen to anyone. I am a single mother, just trying to get by, and was interested in a security system with my teenage daughter in mind, and now I am out over one hundred dollars, the money I can use on my daughter.

Just got off the phone with Brittany from the Customer Loyalty department who informed me of the final status of my refund: there will be no refund. She did offer some alternatives, but to be honest, with all that this company has put me through (lies, waiting on something that was never going to come, misinformation, phone-tag, repeating my story every time I was cold transferred, etc.) I now want nothing to do with this company; this ordeal has been emotionally and mentally exhausting and frustrating for me.

[I intentionally cropped the agent's name on the screenshot. I don't want to compromise her employment.]

I bought a home that had a very extensive Vivint security system. A technician came out to activate it in my name. It NEVER worked and the technician left frustrated and promised I wouldn't be charged. Well, I was charged. They refused to refund my money because the technician didn't leave any notes that it didn't work. I asked them to check to see if it ever connected to the central system and was told "that's another department" which is a story I've gotten many times when I call them. They play a cat and mouse game so they can get paid without providing any service. This company is a rip-off.

---Original Message-----
From: [protected]@aol.com
To: bywater@vivint.com ; josie.alvarenga@vivintsolar.com ; david.bywater@vivintsolar.com ; shana.hollinger@vivintsolar.com ; billing@vivintsolar.com ; security@vivint.com ; preston.nackos@vivintsolar.com ; paula.suarez@vivintsolar.com ; sanahollingersh@vivintsolar.com ; david.bywater@vivint.com ; account.vivint.solar.com@aol.com ; invest

ors.vivint.com/governance/board-@aol.com ; vivintsolar.com/leadershipvivintsolar.com@aol.com ; account.vivintsolar.com.@aol.com ; josie.alvarenga@sunrun.com
Sent: Tue, Sep 7, 2021 7:51 pm
Subject: OUTSTANDING ISSUE

FYI

PLEASE HELP ME AS I READ THAT YOUR COMPANY"S NAME WILL CHANGED VERY SOON

Regards,

Rufus

-----Original Message-----
From: [protected]@aol.com
To: sam.[protected]@sunrun.com ; josie.alvarenga@vivintsolar.com ; account.vivintsolar.com.@aol.com ; preston.nackos@vivintsolar.com ; sanahollingersh@vivintsolar.com ; shana.hollinger@vivintsolar.com ; account.vivintsolar.com@aol.com ; paula.suarez@vivintsolar.com
Cc: david.bywater@vivintsolar.com ; bywater@vivint.com ; [protected]@aol.com
Sent: Thu, Aug 26, 2021 9:51 pm
Subject: Re: FRAUDULENT DOCUMENTS

PLEASE REPLY TO MY MESSAGE BELOW//

REGAEDS

-----Original Message-----
From: [protected]@aol.com
To: sam.[protected]@sunrun.com ; josie.alvarenga@vivintsolar.com ; account.vivintsolar.com.@aol.com ; preston.nackos@vivintsolar.com ; sanahollingersh@vivintsolar.com ; shana.hollinger@vivintsolar.com ; account.vivintsolar.com@aol.com ; paula.suarez@vivintsolar.com
Cc: david.bywater@vivintsolar.com ; bywater@vivint.com ; [protected]@aol.com
Sent: Tue, Aug 24, 2021 2:01 pm
Subject: Re: FRAUDULENT DOCUMENTS

Hello, will someone PLEASE reply to this LONG outstanding issue regarding the fraudulently signing of the contract by your Mr. Brandon Lewis ..

Regards to all

Rufus,

-----Original Message-----
From: [protected]@aol.com
To: sam.[protected]@sunrun.com ; josie.alvarenga@vivintsolar.com ; account.vivintsolar.com.@aol.com ; preston.nackos@vivintsolar.com ; sanahollingersh@vivintsolar.com ; shana.hollinger@vivintsolar.com ; account.vivintsolar.com@aol.com ; paula.suarez@vivintsolar.com
Cc: david.bywater@vivintsolar.com ; bywater@vivint.com ; [protected]@aol.com
Sent: Mon, Apr 19, 2021 12:00 am
Subject: FRAUDULENT DOCUMENTS

To Whom it may concern,

I have had a very long outstanding issue with Vivint Solar regarding documents that was fraudulently
signed by your Mr. Brandon Lewis. This issue has been pass from one of you to the other and as of to date it has not been resolved. I am going to say to all of you again that I never saw a contract when I met with Mr. Lewis to get the system install.

Once the system was installed I encountered a problem as it relates to the cleaning of the panels due to a large amount of pollen. I was told that Vivint Solar does not clean the panels and that it was my responsibility and that it was in the contract..

Upon hearing this I replied that I never saw a contract and would like to have a copy in order to see what the contract said as I was never presented with a contract by Mr. Lewis. Upon receiving the contract to which I never saw before I notice that Mr. Lewis fraudulently signed my name.

As a result of this long outstanding issue debit to my account was stop and will not continue until the issue has been resolve. Therefore I am asking one of you to please contact me in order that we can establish a legal contract between Vivint Solar and myself as this contract is null and void.

If neither of you can help resolve this issue please speak with your legal department and have them contact me via e-mail.

In case neither of you notice I cc your CEO Mr. David Bywater as two to three years is just to long to have an outstanding issue.. Please let your legal department know how long this issue has been going on and that I am willing to go to court if need be to prove that the document that was e-mailed to me was fraudulently signed by your Mr. Lewis. Please note that it was done so bad that a hand writing expert is not necessary.

Best Regards to you all,

Rufus

-----Original Message-----
From: [protected]@aol.com
To: sam.[protected]@sunrun.com
Sent: Tue, Apr 13, 2021 9:13 pm
Subject: Re: Mr. dAVID bywater

Sam, are anyone of these e-mail good for Mr. Bywater.

bywater@vivint.com

david.bywater@vivintsolar.com

bywater@vivintsolar.com

Since you are unable to send me the new agreement for my review is it alright that I forward your message
where you stated that you are unable to send the new agreement. This has been going on to long and i would like to get this taken care of as soon as possible.

I look for your urgently reply if no reply in a few days I will have no other chance but to send the messages to Mr. Bywater.

-----Original Message-----
From: [protected]@aol.com
To: sam.[protected]@sunrun.com ; sam.[protected]@sunrun.com
Sent: Tue, Apr 13, 2021 8:58 pm
Subject: Fwd: Vivint Solar//S-5543062

Good morning please reply to my message... FYI I am giving all messages and a copy of the contract that was faugently signed by account representative to several of my family members..
I am very disappointed that you have been ignoring me.
I will attempt to contact your CEO and find his phone number or his e-mail address and send him a few of our messages. I have his name now I need his phone number or his e-mail address.
Regards,
Rufus,
On Sunday, October 25, 2020 williru44 wrote:
Sorry but once again I will not contact your legal department with a letter or via e-mail unless you get in touch with your legal department and bring them up to date as it relates to the issues I have been having with Vivint.

I am sure like all other company protocol is to forward problems such as I am having to your legal department and let them contact the customer. I await to hear from your legal department and until then
payment from myself will not resume,

Please do not text me again advising me to contact your legal department as that is not my job buy yours.

Regards,

R.Williams..

-----Original Message-----
From: Josie Alvarenga
To: [protected]@aol.com
Cc: [protected]@aol.com ; [protected]@aol.com
Sent: Fri, Oct 23, 2020 3:41 pm
Subject: Re: Vivint Solar//S-5543062

Hello,
I understand this is frustrating for you. You can send the legal department a letter. I really hope this helps. Thank you!
ATTN: Legal Department, Vivint Solar
1800 W Ashton Blvd, Lehi UT 84043

On Fri, Oct 23, 2020 at 12:56 PM wrote:
Look I don't work for Vivint therefore if you want payments to resume its your responsibility to contact them to continue this investigation.. If your area can't resolve this issue its your responsibility to pass it on to the next responsible area.

Please have your legal department contact me.

Regards,

R. Williams,

-----Original Message-----
From: Josie Alvarenga
To: [protected]@aol.com
Cc: [protected]@aol.com ; [protected]@aol.com
Sent: Fri, Oct 23, 2020 2:19 pm
Subject: Re: Vivint Solar//S-5543062

Hello,
We did our investigation and I told you the resolution if you want to take this to legal you will have to reach out to our legal department. I hope this gets figured out for you. I hope you have a great weekend and stay safe.

On Fri, Oct 23, 2020 at 12:10 PM wrote:

Hello,

Unfortunately I also stand firm by decision that Mr. Brandon Lewis fraudulently signed my name on said contract which is a crime. It is your responsibility to contact your legal department as I am not making any payments to Vivint Solar until a legal contract has been established.

Regards,

R. Williams,

-----Original Message-----
From: Josie Alvarenga
To: [protected]@aol.com
Cc: [protected]@aol.com ; [protected]@aol.com
Sent: Wed, Oct 21, 2020 12:25 pm
Subject: Re: Vivint Solar//S-5543062

Hello,
Unfortunately, we are standing firm with the investigation results, but you can direct all legal communication to our Legal department.
Thank you!

On Tue, Oct 20, 2020 at 7:30 PM wrote:
Hello Josie,

I don't know what investigation that was conducted by yourself however be advised that currently I do not have a contract between Vivint Solar and myself because of the fraud that was committed by your Mr. Brandon Lewis who fraudulently signed my name. In other words you can't cancel something that does not exist.

Please be advised that Vivint Solar will not receive any payment from me until we have established a legitimate contract between Vivint Solar and myself.

Also note that I have had it with you and your collages insulting my intelligence by offering me $400.00 for a crime that was committed by your Mr. Brandon Lewis.

With all of that said after nearly two years of dealing with this problem I strongly suggest that you set up a court date so that we can settle this matter and move on.

Regards,

Rufus

-----Original Message-----
From: Josie Alvarenga
To: [protected]@aol.com
Cc: josie.alvarenga@vivintsolar.com
Sent: Mon, Oct 19, 2020 10:49 am
Subject: Re: Vivint Solar//S-5543062

Hello,

This is Josie with Vivint Solar Escalations Specialist. We did an internal investigation and it showed no signs of wrongdoing so we are unable to cancel at this time. I can offer a $400 of goodwill for your inconvenience.
Thank you,

On Sun, Oct 18, 2020 at 11:21 AM wrote:

Hello Josie, I am awaiting your reply regarding my issue with Vivint Solar.

Regards,

Rufus

-----Original Message-----
From: [protected]@aol.com
To: josie.alvarenga@vivintsolar.com
Cc: [protected]@aol.com ; [protected]@aol.com
Sent: Sun, Oct 4, 2020 3:56 pm
Subject: Re: Vivint Solar//S-5543062

Hello,

While you are reinvestigating please be advise that a forgery makes a contract null and void. A new contract must be establish and the company suffers a penalty for the crime committed The federal charges can lead to 10 years or more in federal prison for your MR. Brandon Lewis and the company suffers a loss because the customer was mislead.

Regards,

Rufus

-----Original Message-----
From: Josie Alvarenga
To: [protected]@aol.com
Cc: [protected]@aol.com ; [protected]@aol.com
Sent: Thu, Oct 1, 2020 4:18 pmon
Subject: Re: Vivint Solar//S-5543062

Hello,
Thank you for the clarification! I do apologize for that.
I am going to reinvestigate this myself and see what happened. I want to ensure you that we will get down to the bottom of this together. I am going to look into your claims more and see what I can do. I will keep you updated on the process.
Thank you so much and feel free to reach out since I am your new point of contact!

On Wed, Sep 30, 2020 at 12:01 PM wrote:
Hello,

This is Rufus and I would like to thank you for reaching out to me regarding my issues with Vivint Solar
as it has been going on for a year and better. After reading your e-mail below I see that you stated that
I have two systems. Please be advised that I only have one system.

I am sure that you have all of the e-mails that have been going back and forth between Vivint and myself.
With that said you will notice that it was stated that I never saw a contract until I had an issue with the maintenance of the panels. I was told that Vivint Solar did not provided maintenance of the panels for customers. At that time I was told that it was in the contract which I had never seen.

Knowing that I never saw a contract I requested a copy. Upon receiving the contract I notice that it was fraudulently signed by your customer salesman... I never agreed to anything in the contract that was faxed to me upon my request.. Of course this was more that a year after the implementation on the SYSTEM.

The only verbal agreements that I had with your Mr. Brandon Lewis was a monthly payment of $189.00 for fifteen years which equals a
total of $34, 020.00 for that time period and that Vivint would upon my request would come out and remove the panel so that I may replace my
my roof when necessary... These are the only two verbal agreements that were made between Mr. Lewis and myself.

Thank you for contacting me regarding my issues with Vivint Solar. I hope that we can settle these issues and come up with something that
is agreeable with Vivint and myself.

Regards,

R. Williams

-----Original Message-----
From: Josie Alvarenga
To: [protected]@aol.com
Sent: Wed, Sep 30, 2020 11:05 am
Subject: Vivint Solar//S-5543062

Hello,

This is Josie with Vivint Solar Escalations Specialist. I am reaching out to you about your concerns. I know you have concerns about the agreement. You have expressed that you did not sign the contract. I see you have two systems. I am assuming your concern is about the add-on system? Please correct me if I am wrong. If you have more concerns that I have missed in researching your account please let me know too. I am your advocate and I am your point of contact so feel free to reach out. We will get this situation resolved together.
Thank you so much and I look forward to working with you.
--
Josie Alvarenga
Customer Resolution Lead • Central Region
O: [protected] Ext. 8403
josie.alvarenga@vivintsolar.com
simply brighter / www.vivintsolar.com
1800 Ashton Blvd
Lehi, UT 84043

Vivint Solar Developer, LLC (EIN: [protected]) is a licensed contractor in each state in which we operate, for information about our licenses please visit our contractor licenses page.
The information in this email is for the use of the designated recipients only. This email is considered confidential unless otherwise indicated. If you are not the intended recipient of this email, you are instructed not to review it or any attachments, and to immediately delete this email, and are further instructed to not disseminate, forward or copy any information from this email or its attachments.

--
Josie Alvarenga
Customer Resolution Lead • Central Region
O: [protected] Ext. 8403
josie.alvarenga@vivintsolar.com
simply brighter / www.vivintsolar.com
1800 Ashton Blvd
Lehi, UT 84043

Vivint Solar Developer, LLC (EIN: [protected]) is a licensed contractor in each state in which we operate, for information about our licenses please visit our contractor licenses page.
The information in this email is for the use of the designated recipients only. This email is considered confidential unless otherwise indicated. If you are not the intended recipient of this email, you are instructed not to review it or any attachments, and to immediately delete this email, and are further instructed to not disseminate, forward or copy any information from this email or its attachments.

--

Josie Alvarenga
Customer Resolution Lead
P [protected] x8403
josie.alvarenga@sunrun.com

--

Josie Alvarenga
Customer Resolution Lead
P [protected] x8403
josie.alvarenga@sunrun.com

--

Josie Alvarenga
Customer Resolution Lead
P [protected] x8403
josie.alvarenga@sunrun.com

--

Josie Alvarenga
Customer Resolution Lead
P [protected] x8403
josie.alvarenga@sunrun.com

Reply Reply All

It's been one thing after another with these people and today was the breaking point! My new neighbor called me this morning to tell me some one broke into his house yesterday and could I look at my events camera to see if I could see anyone. I went to events only find out my camera hasn't recorded anything since Sept.2021 and it's Oct.2021. I will be cancelling and filing a complaint with the attorney general!

Vivint salesman Nicholas Grant did nothing but lie and make false statements;
1) Installers would be momentarily that evening and be back the next day to complete install, did not leave our house until midnight
2) All the equipment was in-stock and ready for install, find out after the install DVR is 2-3 weeks out
3) Installers would take down all your old equipment, they did no such thing
4) I would be reimbursed for my cameras, $300.00, that did not happen

Vivint promised one monthly price then charged double. I informed them when signing up that we would be moving. I was told that there would not be a moving charge. When I moved, I was told there would be a several hundred dollar charge for moving. Called to cancel services, and now I can't because of a contract. Zero contract when I signed. Every customer service rep tells a different story. I can cancel with no charge if I pay off equipment. I pay off equipment. Now I have to pay a cancellation fee. Zero honesty with this company.

This Company calls me multple times daily to say I didn't pay my June bill! I paid it they cashed the check on June 23 and money was deducted from my Bank ! Yet they harass me Daily for this payment and I can't get them to STOP! What can I do it is their mistake NOT mine.

This system has NEVER worked as promised. I tried early on the cancel the service and their contract is horrible! I am locked in for $66 per month and the cameras don't work properly. If someone is at my door, I hear the bell but cannot see the video for several minutes. The time to load the pictures is WAY too long. The videos are of poor quality and some are not even in motion. It's like a quick camera shot. Only 1 of my cameras says "recording" The 2 in my backyard whistle occasionally and I am NOT notified on my phone.
This is a real scam. They should be put out of business.

They said setting up my alarm system would cost a certain amount, then they charged over a 100$ more.
Then they started harassing us for payment before even sending the bill.
When we got the bill, and saw it was wrong we called them to fix.
We have now clocked in 4+ hours on the phone with no resolution in sight. Every time we call it seems we have to start over.
Tired, we finally said come and take your stuff back, we're cancelling - well that seems impossible too. They are asking us to pay the full amount (the one that's 100$ more than we agreed in the beginning) before closing the account.
We're willing to pay for the 2 months service they provided, but we want to get a new company, so we don't need or want their equipment and refuse to pay for it, or the installation since they are the one who changed the price after the fact.

I have been misled over and over again regarding my bill. The last year I have been very disappointed in the customer service. The right hand never knows what the left hand has done. I was giving a payment agreement that because my bill was 90 days past due that if I paid half vivint would pay the other half and put my account on auto pay. Just today I got a phone call from vivint stating that I have a past due balance and that is not correct based on my last arrangement. I have been lied to over and over and I am so tired of it. Can I get some answers as to when is my contract over and can I get some resolves please

Thank you very much in advance
James Rogers
221 Gravel Bend Road Eggharbor Township NJ 08234

This has the absolute worst customer service experience I've ever had. Your representatives lie, don't know what's going on, don't make appropriate notes of calls. I have been scammed out of money. I keep getting told they are refunding my money. I have not seen it. I have tried to cancel my service for 2 months. I paid my buy out amount. But yet, I still have NO confirmation of a canceled account. You have an F rating on Better Business Bureau. Vivint is a terrible company. ZERO knowledge reps and unauthorized charges that don't get refunded. You won't be in business much longer with this kind of practices.

Vivint system installed 2018. (window sensor alarm didn't. Enable to arm my home for a a week. Chatted & spoke w supervisor (ty) said there was no such alert 😳. Victor (chat) confirmed my security has been compromised all along. There were 3 other windows that have never had sensors as requested. Ty told me to buy missing sensors!

Never have I been so disgusted with a company. Nothing works! Poor equipment, sporacidic video recording, failure to update records, just overall one of the most pathetic companies I have ever dealt with. I spent 30 years in the Army and have been all over the world and have come to find that ADT may be a bit more expensive, but they are a Solid company who stands by the customer. I will be cancelling my service tomorrow and taking a baseball bat and knocking the piece of crap equipment off my house. You cannot get a hold of any of the senior leadership of this company as they know the issues and they hide! Cowards they are. Taking your money and outsourcing call centers to third world countries and then charging the hell out of the consumer in America. It's the Great American Way NOT! Fix your [censored] Vivint and maybe you will go bankrupt in 2021 and your pisshead leaders CEO & COO and others will have their houses foreclosed on and they can live in the street for all I care! I have logged over 30 hours on the phone with this piece of [censored] company trying to get things fixed and they want to push upgrades to make more money. You will not get another dime from me, and I will be disputing the last 2 months of service due to lack of it working properly.