Vivint Bad Customer Support

Vivint Bad Customer Support

What Vivint did:
I have had a number of issues with Vivint over the last 3.5 years I’ve had their service. I had an old ADT system that was installed by the previous owners. We didn’t renew any contract with them and opted to no longer use the ADT system. Even though I live in a neighborhood that strictly prohibits any soliciting, nevertheless a salesman showed up at my door one day while I was gone and spoke with my granddaughter. They gave their sales pitch about them being in the area to upgrade ADT customers security systems. She spoke to me about it and we agreed to allow them to ‘upgrade’ the ADT system, only later did we hear the company was actually this Vivint. So the equipment was installed and it didn’t take long for problems to arise, first it was the front door lock so they sent me a new one, then the old ADT keypad started beeping non stop. I called and they expected me (who is 82 years old) to get a ladder out and climb up to the top of my closet to open some electrical box to try and troubleshoot the problem. Of course I absolutely refused, but my granddaughter attempted to do it since they said if we didn’t attempt to troubleshoot issue over the phone then I would be charged a service fee to have a technician come out. Which is ridiculous and absurd! The problem was not resolved so they finally sent a technician out. This guy said it was a problem with the old ADT system/box and said he ‘disabled’ it so problem solved right? Well we thought that was the end of it. Fast forward to most recently I am awoken in the middle of the night to my alarm sounding, someone screaming at me through the control panel, which I got to the panel as fast as I could to notify them that I was ok. I disarmed the system and got on a chat immediately to find out why the alarm had gone off in the first place. I live alone and no one else was here. I was told it said it was coming from zone 3, I asked where is zone 3, which I was told they didn’t know. Advised me to go around and open all the doors and windows until I heard the panel say zone 3 opened. This was in the middle of the night so of course I am not about to go opening all the doors and windows at that hour!!!! They did call my granddaughter that time to see if EMS was needed to which she felt since I disabled the alarm from the panel then it must have been accidentally set off when I was letting the cats or dog in and out. I finally re arm the system, go back to bed, only for it to happen a second time that night. Again I awoke to the screaming alarm, someone hollering through the control panel and now people banging on my door. I wasn’t about to just open the door not knowing what the heck was going on. I tried calling, doing a chat both to no avail so I opted to call my local constables office to verify they had sent officers out. They said they did so I opened the door and the officers were obviously annoyed with the long wait but I told them I was fine. They advised I find out the problem for causing these false alarms or I could be fined for it. But I didn’t cause a thing, I was sound asleep, all my animals inside so I didn’t set off any false alarm. I again got on a chat with Vivint, this time I was informed that it was from my exterior door sensors. It was explained to me that they weren’t functioning properly due to the fact that I had old wired in sensors that were from the old ADT system being used with a connector device vivint installed, basically I had a wireless system trying to use old wired in equipment, that the technician who had come out over 2 years ago had disabled. Once I began thinking back over time I noticed it had been a very long time since I heard the beep beep beep sound when any exterior door was opened or shut. I hadn’t noticed it not doing it because it hadn’t been brought to my attention. So many of the everyday sounds and noises you hear you pay no mind to because you become accustomed to it. Bottom line here is I have been charged for equipment that was never even installed as well as being charged the monthly service fee for services that I have not received. At my wits end I told them to cancel my service to which the guy argued with me over it, I stated repeatedly no cancel my service. The next night I again was awoken with officers here over a false alarm, from a company whom I had just told to cancel my services. As I stated I am 82 years old, I live alone after my husband passed 3 years ago. This alarm gave me a sense of peace of mind in feeling I was protected from burglaries and people looking to do harm. They have taken that from me and that’s something they can’t give back because you can’t put a price tag on your peace of mind, your security and safety you feel when you lay down at night. Now I am left to figure this alarm thing out and what I can do if anything to try and restore at least a sense of protection, Vivint has done nothing to help try and make this right, to either install the equipment I paid for or reimburse me for the charges I paid for services and products not received.

What would you like the company to do to fix the problem?

A refund.

How would you rate your experience with Vivint?
⭐️ (1/5 stars)

Submitted by: Anonymous in Texas | Read more Vivint complaints


Tell us your Vivint complaint


Read More:


More complaints about:

X