Feb. 27, 2023, 8:05 p.m. by Allie
For the last six months, I have been trying to get my Vivint system installed in my new home. Every time I would call in to customer support, I would be told that I would get a callback from scheduling, and most of the time I would never hear from them again. I have been promised over and over to have my issue resolved, and yet again it is not resolved or even improved. When the system was initially installed, my sister and I were told by the technician that it could be canceled at any time if I had to move, free of charge, no penalties. I took the time to explain to him that I was a nurse and might have to move at a moments notice, reiterating that I did not want to be locked into a contract, and he said it would be no issue if I needed to get out of my contract, which was not true. Well, just a few months later the owner of our house decided to sell the property and we had to be out within 60 days. I explained this issue to Vivint multiple times, offering to provide legal documentation of the move, and relaying that I would be traveling with nursing, and they were of no assistance. I was told my account could not be cancelled, even though each time I would call to make an appointment, they would not have a technician available on that date or time and I would receive a “call back,” and then never would.
When I was finally able to get someone on the phone to make an appointment for installation in my new home, the technician would cancel it. I also had to cancel an appointment due to travel. I was told by a service representative today that, that is the reason they will not allow me to cancel my contract or take care of the loan (one time cancellation for travel). I offered to have my family at the home present for the installation, but that wasn’t “allowed,” even though that was not in any paperwork I received when signing up for the company. I’ve also been scheduled for appointments that I did not make or confirm, made completely without my knowledge, how is that?! I also was told that my account was *active* at my new home (2 accounts active under my name) and nothing was ever installed there so that account later had to be “removed/cancelled.”
For months, I have tried to get a representative on the phone and explain my situation. I’ve been told over and over again that a supervisor will call me and they never do. I’ve been told “you’re right, we’ll get this taken care of for you,” and then never hear back from a supervisor/ manager.
I have been lied to by the representatives over and over again. I even spoke with a customer services representative for over two hours last Friday. The line ended up disconnecting and she told me she would call me the next day with a supervisor but she never did. I heard from her days later with no resolution but to continue working with them. I have never been more frustrated with a service in my life.
To add, the system did not work very well when we had it. There were many times when the front door camera would stop working without any cause or reason and we would have to reset the system / panel very frequently. We didn’t realize that our system wasn’t monitoring during those times which was very alarming.
I have received the worst customer service while working with this company. I have given many hours of my time, trying to reach them on the phone with absolutely no resolution or assistance from their team. I am willing to speak with the finance company about this because people should not be treated this way, especially when, trying to protect themselves by investing in this equipment. I feel completely taken advantage of and lied to and hope no one has to go through this.
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