Review Time
It was a wonderful experience with the sales representative who knocked at our door. I was already interested in the product given the iconic bird chirp I hear often in my neighborhood. Needing a system for ourselves it was overall good timing. The representative was a great listener, not pushy, very informative and personable.What was not great was 24hrs after install our doorbell stopped working (no power, nada). Thankfully, I had purchased the warranty plan. I initiated a chat support session and received very bad service. It was so frustrating. They didn’t read any of my responses, ignored my issue and tried to upsell me? Without looking at my account to see our system was brand new and just installed…it was a nightmare. Finally, they relented to send a tech out.Tech never showed for their window. I called in to support this time. The first lady was so sweet. She said the tech ran late would be there in 40min. 2hrs later, no show. I had to call back, again, to chase down what was going on. (Super frustrating). Tech had a family emergency and dropped all the clients for the rest of their day? So she rescheduled me…I mean…for a first time customer it’s been a very rocky go and it makes me very uneasy about my purchase.I rated 3 stars because the support ladies I spoke with were angels. Our rep is super responsive, and besides the doorbell not working right now, the rest of our system works great and we love the app! Really hoping the experience turns a corner. I realize sometimes things can get off to a rough start and I like to see the best in things. Hoping things resolve soon.
Service has been absolutely horrible: Black screen with the inability to arm security of house due to a computer glitch that was not our fault, not able to use effectively when we were out of state on vacation, had to have the tech come out to help us and they wanted to charge us 200 dollars when it was due to your systems not working. We have called several times to be removed from your company and this time we spoke with someone who would not take no for an answer and was attempting to sell us new programs plus whatever hardware that comes with it. We finally had to hang up due to the extreme sales pressure. The company was told to add both Mr. and Mrs. Reed as Mrs. Reed pays the bills. This also was not done. We have had shoddy service and have been pressured and no one seems to know what the other is doing in your company. We are told one thing after another and it never seems to be matched which gives us anxiety of how things are run. All we want is to cancel our service Without having to pay for a service that we have not been given and for the absolute shoddy way that we have been treated.
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.
Claim your business profile now and gain access to all features and respond to customer reviews.
