Vivint, Inc.

I’ve been with Vivint for 5+ years. We hadn’t had any problems until recently.
This month, our alarm went off (reason was «master bedroom window open» to which Vivint called and asked if it was ok if they dispatch the police. We of course said yes, as we were both at work, and didn’t leave any windows open.
So the police come out, my husband meets them out there. No one broke in, all the windows are locked and closed. False alarm. They couldn’t explain why the alarm had gone off. 2 weeks later, we get a bill in the mail from SAPD, for $ 75 for coming out. We paid it, and then I asked Vivint for reimbursement as we felt the alarm didn’t work properly and obviously was wrong on their end because nothing was wrong with our windows. (Also– if you are a Vivint customer, you know when the battery goes out on something or something IS open, the alarm panel will announce it to you constantly until you fix the problem or bypass it daily.) We never had to fix or bypass this, it never again announced to us that window was open.
So I fax Vivint a letter –as instructed– asking for reimbursement, along with my receipt.
2 weeks later, I haven’t heard back so I follow up. They declined to reimburse me the $ 75 because I approved the police to come out. MORONS. Who wouldn’t have approved the police to go out when your alarm company is telling you a window is now open in the home?
We pay near $ 75/​month for their service and have for years. Needless to say, them reimbursing a long time customer a fee they caused, wouldn’t have hurt them, it would’ve saved them a customer.
When our contract is up in 2 years, I hope losing a customer that has always paid on time was worth it to them.

The equipment is awesome! Awesome technology and integration. I love the doorbell camera. They have quick and easy installation.

These guys a solid they make sure there customers are happy and safe. The cost is a bit high for what you get but knowing that your belongings are secure is key. Now if they could give more for the money I would be thrilled.

What an awesome customer experience! Had a few technology issues and they not only sent out another tech, but assessed our concerns and gave us further equipment to address all concerns — no charge. This is a company that I’m fairly sure we’ll stay with longer term than the contact dictates.

Absolutely horrible!!! I put in the security system because my house got rob but before signing anything I made sure they knew it was a rental and I’d be leaving in three months and will be in between houses until husband finds a job. He said no problem we can suspend the account til you get a house so I signed the contract. Now come to find out he lied to get the sale!!! They can’t suspend it until I have had it for a year so now they say to bad so sad and will not do what they promised!

The sad thing is that I love the equipment and all it has to offer, it’s your customer service that is seriously lacking. What your records show and my actual experience is obviously very different. So rather than argue with me please try and make it right. I did respond about the Saturday reschedule as I am unavailable. I will also defend my post to your FB page and say that it was neither repetitive nor vulgar (I have a screen grab if you’d like to review)
Finally, you should know, our break in was reported on the news and I’m sure they’d love a follow up. It also seems your company has been in the news in San Antonio recently, guess all publicity isn’t good publicity.
After your response and your obvious lack of integrity I’m a little frightened retaliation.

Horrible customer service, they don’t follow up with customers and remove posts on social media that show how horrible their business is. I referred a friend to Vivint because I thought it was a good company. I thought wrong. Do your business elsewhere.

Can I give less than one star!!!
WARNING!!! STAY AWAY FROM THEM!!!
All I have to say is these people are LIARS!!! Do not let them come into your home. They are scam artists and LIARS!!!
We were currently in a contract and he said that the cancellation fee was only about 75% of the remaining contract. That wouldn’t be too bad. When I questioned him more about it he «searched» on his phone for what he said was their cancellation policy and said that my alarm company showed they would only charge 75% to break contract. I should have asked him to show me. When I went to cancel with my alarm company I was told it was the full amount for the remainder of my contract!!! WARNING#1

We were ready for them to install, they said the next available install was 10pm! Seriously? Can’t we schedule for another day that’s more convenient for us other than when we should be sleeping? They said no because they would need to charge us an installation fee if they came back another day. They were here until after 130am! The sales person called back later apologizing saying he didn’t realize how long it would take. LIAR! He knew exactly how long it would take to install. WARNING#2
There has not been a day pass where we haven’t had any difficulty with the system. The cameras are always offline, the doorbell rings when someone approaches the front door, the notifications are going crazy on our phones, the sensors and cameras are going off simultaneously in all locations… When we called to say this is ridiculous, we were told that we would be given a full refund if they can’t correct the problem. Isn’t it funny now that I can’t find that person any where in the company now? As if he’s disappeared. WARNING#3
I could go on and on. Do not waste your time or money or frustration with these people. BE WARNED! Do not enter a contract with them. They will have you for years.