Vivint, Inc.

This is in the running for the worst company I have ever delt with. The system isn’t bad, and you wouldn’t know how bad the company is until you actually need them to do something. Then all bets are off. We had our system moved to our new home. 2 weeks wait to do that. Then the installer didn’t install the thermostat. Called him 5 minutes after he left only to be told «I already left, scheduled another appointment». An hour and a half on the phone later, I had another appointment scheduled for yet another 2 weeks out. Same guy came out and admitted he didn’t know how to hook it up. Installed it, left and it didn’t work at all. I called him and he came back, got it to half way work (two stage heat pump) but now that it is cold, we realized the auxiliary heat didn’t work. Several hours of arguing later, they told me they would send him out again in ANOTHER 2 weeks! That’s their answer to your heat not working– just deal with it for two more weeks and maybe we’ll get it right the 4^th time around. If that doesn’t tell you to run far away from this company nothing does. And of course they want to throw «contract» this and that at you if you complain. I’m filing complaints with the BBB and most likely a suit in court over this, which is definitely not something I want or have time to do, but I have kids and no properly working heat. Stay far away from this place.

I would never recommend Vivint to anyone looking for a home security system. They have been a nightmare to deal with from the beginning. They cancelled the original install date 30 mins before scheduled time (11am-​2pm window). I never received a phone call about the cancelation. I had to call 45 mins after scheduled time and was told the install had been moved to another date. They cancelled the install and move the date without even talking to me. Not a great start. They did showed up to the re-​scheduled time, but while installing the doorbell camera they fried the transformer. Problem # 1 which I am still fighting with them to fix, but I’ll get to it in a second. Also during install the guy installed the hub in a place where the wire instead of running the wire inside the wall and back out to the plug, he ran the wire fully exposed on the outside of the wall. It looked terrible. I ask why he did it that way and he gave some dumb excuse that didn’t make sense. I have an open ticket out now for them to replace the drywall due to the damage he created during the install. The woman from Vivint who uninstalled the equipment said it was the worst installs she has seen. Back to problem #1, I had to hire an electrician to come and replace the transformer in the doorbell, which Vivint did compensate me for. The electrician tells me that whoever installed the doorbell had no clue what they were doing, which I have no doubt is true. After the transformer was fixed, I had Vivint come back out to connect the doorbell camera. Well, the second guy not only fried the transformer, but they also destroyed the electrical wiring going to the doorbell. Now I am in a battle with Vivint to replace the wiring going to my doorbell. After talking to 8 different people over the last week I can’t help but feel I am getting the run around. No one seems willing to help or take responsibility for their mistake. I am having to jump through hoops to prove I had an electrician out to fix the transformer the first time in order for Vivint to fix the problem from the 2^nd technician. To tops things off if I would have stayed with Vivint, I find out after talking to several of their customer service reps that they had a number I have never heard of as my contact number. If anything went wrong at my house I would have never known because they didn’t have the correct phone number. This is a company that is supposed to protect people’s home. They should thrive at customer service and excel in responding to situations. Not the case with Vivint, not even remotely close. Truly a terrible company

Two stars for always answering the telephone. I had installation problems with the first tech drilling through into the adjacent pantry, not following up for repairs or having a telephone number that was functional. I did the plaster repairs. Door camera «backordered» per installer. Called again to have it installed but tech very unsure of details and installed unit crooked. Came back to repair and then unit did not work. New appt. Cancelled by the company. Ugh. They tend to use very poorly trained inexperienced kids who are perhaps doing this part time.
I would check out other options since there are lots of companies in this field now.

Run as fast as you can. I’ve been a customer for a little over 4 months. I’ve had issues with my cameras for more than two months and have tried to make appointments to address this issue. They have changed appointment times without telling me. They canceled appointments without telling me. After 4 months I wish I never signed up.

Worst Company I have ever dealt with. We had them insulted a few years ago. After the first year we weren’t able to use it. A piece had fallen off the top of the patio door and the alarm would not set. My husband called them to come look at it, they said that we could do it ourselves or pay to have them come out. Their customer service people need training. They do not return any calls. Nor do they look at their customers. We were so fed up with it I stopped making the payments. They were quick to send my account to collections with Creekside Recovery, I didn’t want my credit to be ruined so I made a call to pay it and they company withdrew more money from my account then we had settled on and was the most rudest people I have ever dealt with. Everyone claimed that they were the general manager. One Rep Henry even went as far as to tell me that I need to get my obligations in order because looking at my credit report I’m not doing a great job taking care of my family.
So would I recommend Vivint NOT even for a dog house.
Angry customer.

Horrible Experience. This company was extremely unethical. (This experience was with Vivint directly)
I called to cancel my service with them since I was moving out of state, and they sold me on continuing their service at my new location. Two different days I had appointments with them and no one ever came. The third time a guy came and installed the system but told me he did not have the correct thing to finish it and it could not work until they had the right thing. He called and made another appointment for another guy to come out and finish it. I waited all day for that guy, but no one showed up. Months later they called to say that I had an overdue account. After endless phone conversations and many transfers, they claimed that my system had been working all along and I owed them for 4 months of service. Of course they didn’t tell me this and their installation guy said it was not working at the time he left. We finally had to pay them $ 225.00 to be rid of them. We had no security service, their customer service was TERRIBLE, and they were completely unethical.

Was promised that the system will be installed in October last year but 3 re-​schedules later, no system installed. on top of that, I got charged $ 250.00 of hard earned money. Money that I could have spent supporting my kids. It is straight fraudulent and unethical. I was promised that I will not get charged anymore since I requested cancellation back in December. Guess what? Still got charged and have called again to follow up. They said today that I will not get charged again and that it takes time for the processing to take effect… the same words I got last month. Please, DO NOT SIGN UP WITH THIS COMPANY!!! VIVINT WILL RIP YOU OFF! Made the mistake and still fighting this battle.

This company is the worst security company to deal with. I had it installed in my home and for the past year I can’t turn on my alarm because the wind will set it off. It was so poorly installed. I have called several times to have some one sent out here to fix or a was the situation and the refuse to send some one out. They sent me an alarm piece and told me to install myself. If your looking for a security company don’t bother with Vivint go to ADT I REGRET not using them.

Who needs a security system when this company is robbing you blind.

Where do I start with these guys. What a huge mess. So, the only reason I got hooked in with these folks is that the people who owned my house before me had the entire belt and suspenders system installed so I figured WTH, might as well save the install costs from another firm. Since the installation day I have had issues with every single component. I have a camera that didn’t work for a month before they finally decided to replace it, I still have an electronic door lock that unlocks itself on a regular basis at the same time every night (very safe), a basement door lock that runs through 4 batteries every 3 weeks even though it is actually only used once a week. Most of the tech support is a complete joke. The technician that showed up to figure out why my alarm system was bypassing my front door literally stood there and told me that I was trying to arm the system with the door open. I didn’t even know how to respond to that. I like to think I am intelligent enough to shut the effing door before I arm the alarm. Most of their field «technicians» spend about an hour fiddling around with the equipment, doing the same thing you would do yourself, tell you it is fixed and try to sell you additional services. I just laugh and ask them to leave. So basically what I have is a three year contract with an alarm company that may or may not have functioning equipment. If I could give zero stars I would.

vivent sales rep came into our home and advised us they would pay off our old contract, he asked how long we had on our old contract and I said I did not know, at that point Itold Cabe I would call and find out. he said no thats ok we will take care of it. At that point I again said let me call it will only take a minute, again he said that isnt necessary we will take care of it. Now their men come in cut the wires to my old system and can not get there system in the same spot and now I have a hole in my wall, that by the way is wall papered. I have a claim into the damage department and have sent pictures. I was able to cancel my contract because I am over 70, however I am still paying for a old system which they damaged by cuting the wires and were unable to put back in. I awas slamed by this company and would advise anyone to be ware when they come knocking at your door! Is this how a comany treats the eldery

Worste experience!- I also feel that one star is generous and should be zero.
I work in retail and what I got spoon fed (or force fed is more like it) from Vivint «customer service» was not customer service or anything remotely close. Of course 8 months into the issue and I got no where but upset.
Same complaints as some of the other users.
Wish I would have never left ADT and would have read reviews.

No follow up at all
None
Great first sales call that gave us a lot of hopes
We got a quote and a great explanation back then
Since then, absolutely no response over email or phone
We are looking at an extensive and expensive security system for our house and have been disappointed by ADT and the likes
Vivint responded to our request for a quote to switch very quickly but we have heard nothing form them since the first contact, despite multiple attempts from us to reconnect with them

If there is a WORSE company to deal with, I don’t know what it is! My experience was this: I used their service, which was horribly faulty, for 2.5 years, cancelled when I moved to a new home… I was told I could NOT transfer the service to my new home, nor could I transfer the service to the buyers of my home: it would be necessary to start over, with a new, three year contract!
The upshot was that they have hounded me for three years and are now filing a civil action against me. (I should mention that they are in collusion with a certain bureau at SF City Hall, which sends out $ 100 fines for «false alarms” – how corrupt is that?
I would dearly LOVE to file a class action suit against these nasties, as I have found some 300 complaints against them on Google, so know I am hardly their sole victim!
Contact me if you want to join! Lee Bender, SFCA

Should be zero stars.
We bought into their system and were told that if we moved prior to the 2 years, we could cancel. Ha! The new owner of our home took over the account in August 2013. Vivint still withdrew from direct payment in Sept and Oct. I have spoken with numerous people there and have always been promised to be reimbursed for the 2 months within 10 days. 3 months later and I’m still waiting.
Yesterday we had a letter from them, and of course I’m thinking they finally sent the refund. NOT A CHANCE!!! They sent me a bill for 2 more months along with a late fee!

I echo the same complaints previously submitted. DO NOT USE THIS COMPANY!!!
I was happy with APX security before they became Vivint. They were quick to respond if the alarm was triggered accidentally. The system installed worked very well. Once their name changed to Vivint everything changed. Near the end of my contract I received a call from their customer service. The phone rep offered a lower rate if I continued using their service. I told the rep i was moving soon and most likely will cancel my account. He happily stated that was fine if I continued with the service and to just call in to cancel any time.
When I finally called they refused to cancel my account. The Manager stated I «Verbally agreed» to a 3 year extension over the phone and they refuse to cancel the contract. Basically they are STEALING money from me. I asked for proof of the previous customer service call where supposedly the rep informed me that a letter will be mailed to me with the new contract (which never arrived) and I was supposed to respond by mail within 30 days if I wanted it to NOT be a 3 year extension. This conversation never happened and the proof of this was never sent to me.
They suggested I transfer my account to a friend! They would lower the rate even more if I did this. I asked for the transfer form to be mailed and that never arrived!!! Basically, they are not helping me solve this issue.
In the end, I filled a business complaint to Consumer Affairs and cancelled my credit card due to their fraudulent charges. Now I’m getting daily calls from them to «fix» my credit card information. :)
DO NOT USE THIS COMPANY!!!

Dishonest. Fraudulent. My boyfriend had a bad experience with this company and is considering litigation if the company doesn’t give satisfaction. Their salesman promised a new system to replace his existing system — installed free of charge with the first month’s payment waived. He was required to pay a $ 50 fee for an upgrade to some of the equipment he acquired — which he paid by check to the installer. His first bill included the «free month», a double billing for the $ 50 he had already paid to the installer and a $ 120 fee for activation (even though this was supposed to be free with signup). When he talked with a sales manager — the idiot suggested that he take it up with the installer. Apparently the company doesn’t take any responsibility for its installers. I wondered why there were no Vivint customers in San Rafael. Now we know why. Stick to reputable companies — this Utah restart should be run out of California.

I would give them negative stars if I could. I cant say enough about how horrible this company is. I would rather get robbed and loose everything then get anything from them. They lie to get you in contract and lie to tell you that they will stop the contract when you find this out. They then lie to tell you they are working on resolving it. They lie lie lie. Don’t deal with these crooks and don’t trust the sells crew. They will tell you anything to get your money. This is the worst company in the world. I have never dealt with a worse company then these people. Please don’t be taken by these guys. I am warning you the service they provide for any problems is job 3 million and 99. I would rather deal with an outsourced team of people that hardly understand English than these people.
Use ADP they at least don’t lie to you and they are good in service and reliability.

If there were no stars it would be better.
We evaluated Vivint for an alarm and I continued to ask to see a contract ahead of our installation appointment. The first contract we got had the wrong company name and logo on it (apparently before they did their name change) and different pricing than discussed.
Tried to call the sales rep’s phone number in his email signature which was a non-​working phone number.
The sales rep even said «I should have looked before I sent it to you». I then got the contract but it did not reflect the terms we’d discussed with the rep (1 month free, etc.) so I called Vivint on a Friday at noon but our rep was gone for the day and the installation was the next day. I told them to cancel the installation.
One of their other sales reps called and while being very nice and telling be we’d have a contract ahead of the installation appointment — nothing arrived.
When the installer arrived I told him to leave because his company couldn’t provide a written contract for the job. The original sales rep called and said that the installer would have the contract, but again, we were not given time to review and digest what they wanted us to sign so quickly.
AND THEY CHARGED US $ 99 for installation and we NEVER signed an agreement with them. We ended up opening a BBB case to have that refunded.
All in all it was a horrible customer experience, they have no idea what they’re doing and just want to close the deal.
We ended up going with Frontpoint Security who had very friendly, informed sales people a shorter contract and more than a two day cancellation policy.
Stay away from Vivint!!!

I’ve don’t know that I’ve ever dealt with a company that has the customer service that Vivint does. On the few occasions that I’ve ever had a misunderstanding with a sales person regarding the delivery of promises regarding the service or product they’re offering, corporate has been willing to make good on at least some of these promises as to salvage the good name of their company; if in the event that the installation that followed the sale was faulty and/​or poorly done, again corporate would do what they could to make it right; while impossible to fathom, if the same company still had more work to do after the poor installation had taken the majority of your evening, surely the company would be sure to finish said installation as quickly as possible; and if, heaven forbid, I as the customer had experienced all of this and could not in good conscience continue a relationship with this company, there is no doubt that they would try to make the severing of the relationship as painless as possible, again, to save their good name.
What was amazing is that Vivint excelled in doing absolutely NONE of these things. But alas, the fault was mine as there was a critical flaw in my logic: I am assuming that said company would want to protect their good name.
I once had a professor that taught me an important truth, said he, «In business, the only way to salvage a brand’s damaged reputation is to change it.»
With good reason, this is precisely what Vivint (formerly known APX or APEX) has had to do. Sadly, it doesn’t seem that they’ve learned their lesson. This has been my family’s experience (in the interest of brevity, I’ll reduce this to bullets):
Vivint’s broken promises:
* The salesperson explained that Vivint was new in the area and that they were trying to establish themselves (ouch) by offering households security systems at no charge to the home owner, other than the monthly service fee –UNTRUE
o A short time later, a mysterious $ 280 installation and materials charge appeared
* The salesperson allowed us to pick from an array of devices that would quickly and easily be installed same day — UNTRUE
o The installation process took nearly FIVE hours, multiple devices were not on hand, and the installer damaged our door and wall in the process
o Furthermore, neither salesman nor installer followed up with us on the devices and we never saw them
* The salesperson promised that the reduction we would receive on our homeowner’s insurance, would more than pay for the monthly service fee –UNTRUE
o The discount didn’t even cover one quarter of the service fee
* That if we had any reservations or second thoughts, we had 30 days to think about it, no questions asked. Furthermore, once uninstalled, everything would be repaired to exactly how it was before and you would never know we were there — UNTRUE
o Once three weeks had passed and the damage went unaddressed, the savings were never realized, the sales and installation personnel had disappeared, and the rest of the system never arrived-​surprise, surprise– we decided to end our relationship with Vivint
o Immediately, the reaction was, «Your window to have a free uninstall has passed. There’s nothing we can do. We’re sorry someone told you that, but we can’t help you (We would go on to hear this multiple times as this is Vivint Customer Service’s standard method of covering their tracks when promises are made, not responsibility). Eventually, they caved
o The agent that came to uninstall mentioned repeatedly that the installation was done incorrectly and was appalled at the damage
o After complaining about the damage, Vivint had us send them photos. We did so. Then they asked US to get a quote for the repairs. We did so. They then said they would not do ANYTHING to repair the damage to the wall
o To top it off, they still left a few devices behind in our home and have made no contact as to when they would be back to finish the uninstall
* The installation charge was a mistake and would refunded quickly — UNTRUE
o The process of trying to get the mystery installation fee refunded was a masterful example of deplorable customer service
o We dealt with THREE different people to try and get the refund and NONE of them were able to get a check cut or direct deposit made. The fourth agent took a week to finally get our money back to us (can you say cash flow problems???)
This is a terrible company. These examples only partially illustrate why they had to change their name once. By the looks of it, you can probably count on seeing another name change soon. They have already racked up more than 1,300 complaints with the Utah Better Business Bureau and on a scale of «A+» to «F,» have a rating of «D.» If this isn’t testament of a poorly run company, I don’t know what is.
How the individuals at this company can claim that they are honest in all their dealings with their fellowmen is perhaps one of the biggest mysteries to me. Be careful, Vivint is dishonest.