Elaine R.

I have been dealing with their billing department, customer service and technical support since early June. 1st issue: They deducted the monthly fee 3x from bank when asked for refund waited for ever and several calls later finally received the refund, incorrect amount but received it. Called them to claim the rest they stated I owed them the month when I explained they deducted 3x they expressed emphatic concern and offer to refund. Did not see the funds until several calls and several tech/operators and supervisor involvement. 2nd issue: system not working properly. Cameras off line. Wall panel no volume or not displaying when someone is near or rang doorbell. 3rd issue: A month later, I am getting collection calls as if my house was on fire. What's the urgency?! 4th issue: They deduct their monthly fee every month with no issues. Meanwhile, system issues still remains, door lock not working. We have to use the garage door to enter the home. Last issue: This week I've noticed my system screen was black and displayed a message that read "your account needs attention". Today as I am getting ready for the day and check my account to plan my day, noticed Vivint payment pending for $101. That's NOT the amount I normally pay. I added the service plan to ensure I don't have to get new equipment and have to pay $99 every time I need a technician because I don't work well with remote phone techs. It seemed logical! Again, they deduct 3x $ of what I pay!! Call them to inform them of the issue with the pad, door lock and billing, they are sending new batteries and charger because it was "not responding" and to my surprise billing department closed. Need to call back Mon-Fri 7am-7pm. This is epic. Another chasing my money month with them!! In an event of an emergency, does this mirror their dispatch service. I don't feel as if they are reliable nor feel safe at all!!

John B.

I have used Vivint in the past and I was extremely happy with the level of service and home automation options. The new system I had installed does not seem to be the same quality however the usability and home automation is still by far the best on the market. We have had some WiFi connection issue and three service calls since the original install. It's frustrating because it's new but it's been fixed promptly each time. The technician Benson was a very pleasant and knowledgeable young man. He impressed me how he installed the outdoor cameras with ease and ran clean almost non-existent power wiring which I appreciate. He did a very clean job, was extremely professional, and followed up with everything he promised. I would recommend him to anyone looking for a new home automation alarm system.

Zero stars...... Lied about system performance. Ring cameras right next to vivint and they work better and record more. Technician cut wires on system we had in our home so it can't be reinstalled. Technician was a slob leaving wires right where cut. Absolute pain to get equipment removed after canceling contract. They no showed for their 4 hour appointment window 3 times!!!

Alexis B.

I've never been a customer with Vivint, but ever since a Vivint guy came to our house to try to sell us on buying into it, we've had multiple "attempted" break ins while none of our neighbors have. We believe it's a scare tactic they're using to bully us into their services and we've bought our own cameras to catch whichever sleezeball is doing this.

A sales rep came by on a Friday afternoon saying Vivint is looking for model homes to offer trials of their equipment and services. I agreed to the trial and the rep said he was going to work hard to make sure we got a good deal of $20 only to have the system and monitoring in our home for 3 days on a trial. He also said that he could get us the trial for 7 days instead of 3. The appointment took so long that I had to go to a doctor's appointment but afterwards, he came back and we discussed it again. He said that actually the amount would be $70 for the trial. Strange. I still thought that we were getting a deal though, at 10 dollars a day for 7 days. I had him provide written confirmation that we would get the trial for 7 days, risk-free. The installation began within 20 minutes of talking to the rep - He was still on my couch when the installation tech showed up ready to install. I wouldn't have agreed to this trial if I'd known I wouldn't be able to schedule a time for the installation. This was in the middle of me needing to pick up my daughter from preschool. Guy wasn't done until after my daughter had been in bed for an hour and a half - it took nearly 5 hours for the installation to complete. My husband and I tried to cancel later that evening. When my husband called, he sat through two waiting periods before finally being told that he would need to call back on Monday to speak with the Customer Loyalty Department about cancellation. During his phone call, however, he was also told that our rep should have never told us that he could get us 7 days instead of 3 because we would have been put under contract after the third day. I should also mention that the "assistant manager" who came to install the equipment also boasted that he could try to get us a full month before canceling the "trial". Things started feeling sketchy at around this point in the ordeal. Anyway, the following Monday I called Vivint's Customer Loyalty line and was very cordial when I explained that we wanted to cancel the trial. The rep said he would make a note in our account and gave us the date and time of our scheduled uninstall, which was going to be in 6 days. Great, fine. Later that day I was looking at my online banking statement because my debit card was declined during my lunch break. Come to find out, I was double charged the $76.46 (and my bank had a serious system failure causing no one's deposits from the last three days to post which contributed to this issue, but I digress.) So I called Vivint a second time, livid, but didn't swear. I think anyone in this situation after only 2-3 days would be absolutely equally upset, if not more so. I asked him when I could expect my refund of both charges. Justin said that one of the charges was from Citizens Bank and that it's part of the trial. I said that can't be right because they both show as identical charges. Regardless, I asked when I could expect to see my refund since I would be out nearly $160. He said that refunds couldn't be issued until the equipment is removed from my home in 6 days. And he was very matter-of-fact, as if to say "sorry 'boutcha luck!", when he said it. So essentially, I'm missing the better part of $200 for nearly a week, all because I decided to try out this new home security system. This has by far been a surprisingly terrible experience from day one, which only continues to get worse. The same rep, Justin, said that in order for cancellations to officially process I would need to submit a written request via email. This is something everyone in the line before him neglected to mention. And judging from the way our experience has been thus far, I'm not confident that the company would've acknowledged the error on their part - by not informing us - and not put us on the hook for the entire cost of the equipment plus monitoring - because of THEIR mistake. Nonetheless, I submitted the email and made sure to include the verbiage Justin said we needed to include in the email. I asked for a receipt of the email and have been told that most receipts are sent the following day of the request being sent. Alright, fine. Now, I spoke directly with my bank to ask them about this double charge. They said that they are both from the same entity, that there was no "Citizens Bank" anywhere that they could see. So they agreed to remove the second charge of $76.46 because it hadn't posted yet. Afterwards, I called Vivint one more time to clarify this "double charge" because my bank gave me different information. The last rep I spoke to, Bain, said that there should only be a $76 charge AND a $52.41 charge. "Really?" As it turns out, the $52 charge came from Citizens Bank as a loan for the equipment / monitoring service -- a charge I was told on the day the rep came to my house wouldn't happen if I canceled within the 3-day (or 7-day) trial period. The rep told me that ONLY IF we decided to keep the system that we would be charged an additiona