Vivint Won’t Let Me Cancel

Vivint Won’t Let Me Cancel

What Vivint did:
In May of 2016 Vivint offered total security to my home. The salesperson received authorization from Vivint to install a panel, 5 cameras, a smoke detector, a breaking glass detector, a thermostat, 2 light switches and an Amazon Echo device. The authorization was not just about financial ability, it was about if our house had bandwidth needed to support these eleven devices on our internet. The internet and equipment was approved, to the tune of over $5000. It was a 4 year contract at $107 a month, til May of 2021. The contract included replacement of ANY broken or not working piece through the life of the contract. 

Since then we’ve had nothing but trouble getting the equipment to work right, leaving us with big gaps in our security. They worked on the doorbell camera multiple times and then finally replaced it. This literally took over 2 years to get to this point. It still doesn’t recognize someone delivering a package or my daughter coming home, but does see my husband coming home sometimes, and it’s really great at showing that nothing/no one is at the door despite alerting me to a person at the door. 

We’ve been told we have ‘too many devices’ so over time we removed the backyard camera, the Amazon Echo and the Thermostat.

Next, our smoke alarm went off, luckily we were home, but the alarm never triggered an alert on our panel or on our phones. What if we weren’t home? We’re still not sure if this device is working properly.

We’ve since lost our garage camera after the last guy that came said it can’t ever work and told us to get a RING floodlight cameras! Our backdoor lock and side yard camera – all stopped working as well. During this time, two of our dogs were poisoned in the backyard. The culprit would have been seen had the garage and side yard camera been working. At this point, they ‘gave me’ a $35 bill credit – on top of at least 5 $15 bill credits over the life of the contract, except, now that I look back over my actual credit card charges – NONE OF THOSE BILL CREDITS APPEAR IN MY ACTUAL CREDIT CARD CHARGES! 

After my dogs were poisoned, I was beyond livid. I called in and was told the cameras would all be fixed, the entire system gone over and made right. But then they said they had no appointments and somehow someone was supposed to come out – but it was all very vague. I called BACK after a month and Carlos from the Loyalty Department assured me, annoyedly, that I would be CERTAIN to be very happy after all of this. He set up an appointment for us. 

Ironically, even after losing our backyard camera, garage camera, side yard camera, thermostat and Amazon Echo, the DOOR BELL CAMERA still doesn’t record people coming TO THE DOOR properly! They kept blaming ‘all the equipment they got authorized to install’ as the reason why the system doesn’t work.

When the boy came, he spent an inordinate amount of time running to his van for private conversations with someone in the ‘Loyalty’ department. He fixed and replaced nothing, he actually DISABLED one of my repeaters on purpose. 

When he returned to the house he told me he had a GREAT plan – and that was to buy $2800 more worth of equipment that I could pay for over the next four years (this contract isn’t even up yet) and that what I really needed was NEW equipment. 

When I reminded him that THIS contract is still in play and that under that contract he was not only bound but SENT to fix or replace the side camera, the garage camera and the backdoor locks… he said well, I don’t know if I have a doorlock on my truck. I can look, but I don’t know… let me go look around. I watched him go to the precise bin he keeps these in and pull one out of a stack, walk right back in and say he found one afterall. Really? What a game this is. 

He refused to fix my side camera, said the garage camera cannot work because it’s too far from the house (they all knew where it was going when it was installed when we started this service – it was approved and working that first day!) So he said he was going to pick and choose and replace the doorlock as that’s most important and I guess I’m SOL on the other two cameras I’m still paying on, not to mention the backyard camera and Echo that was removed because of ‘too many devices’ as well. 

This is a case of breach of contract, bad faith, and deceptive practices among other things. I’m not paying another single dime to Vivint.

What would you like the company to do to fix the problem?
I want out of my useless contract, any negative hits to my credit removed, $1500 refunded to me for the lack of security that was promised while living through 125 days of riots in Louisville, KY with no proper security, the poisoning of our dogs, and the failure to actually GIVE the bill credits they said they were giving AND the truly ridiculous amount of time I have had to spend on the phone and in person with this joke of a company.

How would you rate your experience with Vivint?
(0/5 stars)

Submitted by: Anonymous in Kentucky | Read more Vivint complaints


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