Fraudulent charge for $450.38 and confusing/difficult customer service are my complaints with this company. The Vivint app stopped doing the rewind playback option on all of our cameras. I contacted Vivint through the chat option on their website. The representative or bot informed me that our lifetime warranty replacement was no longer an option on three of our cameras, which is very frustrating to hear but does not address the fact that the playback option isn't working on our system. The rep. then tried to sell me 3 new cameras at a discounted price ( almost $1200.00 ) I declined and asked the rep. to please just fix the playback option. I was informed that the smart drive on our system needed replaced. I was told I needed to pay shipping to receive the replacement to continue using that service. I said No...The rep said he would charge $5.00 to my account and then issue me a $5.00 credit. I agreed and they sent a new smart drive. I wasn't able to setup the new smart drive when it arrived. I had to call customer support. That representative could not figure out how to set it up either. I had to go to the internet while on the phone with her to figure out how to do it. ( it took a very long time to find out a very simple answer.) When I found the answer I shared it with her so she would know. That's ridiculous to have to do. Their reps should have better training. She then sent me an email with a return shipping label for the broken unit. I put the old unit in their box affixed their label and dropped it off. This morning ( 10 weeks later ) I have a charge from Vivint on my bank account for $450.83. I called them to find out why. The representative said it was for equipment that hadn't been returned. I told him that I had returned it and he asked me for the confirmation from fed ex. I dropped it off.... I wasn't told in the email that I had to take it in to the building to get a conf # so it was just put in the box. After a pretty heated argument about the fact you can't get a conf# from a drop box I told him to cancel our service. We have been with Vivint for about 6 years. The initial cost for cameras and setup was in the thousands. Which is paid in full. We have paid $72.14 every month for the service which is automatically deducted from our account... So we've never had a late payment or a missed payment. ( Approx $5,000 paid to date plus the setup costs) I can't believe this is how this Vivint operates. I know many people have far worse experiences with Vivint so I should feel lucky, but I don't. This company is stealing from their customers. Save the frustration and go with another company.
