We received our alarm system in October we love the alarm system itself but the business part is a nightmare!! They have charged my credit card account over 700.00 When it wasn't suppose to be charged anything because we financed that part of the alarm!! We have tried since November to get a credit as promised by at least eight different people and months of calling!! Now we call a certain person and we get no calls back and no emails as promised by him!! Guess it's lawyer time!! Very disgusted by this company!!
This company charges you when equipment needs to be replaced and takes forever sending it to you. I called for a replacement sensor on October 2nd or 5th, 2018, was told that it would be $5.00 to receive, and told that I would need to do the work. I insisted that I pay a monthly fee and should not be charged for a replacement sensor. Instead of the $5.00 charge, they added a $1.00 to my monthly payment as if I would not notice. After 3 weeks, I called back because I never received the sensor. I was informed that another would be mailed. When I left for my 3-wk vacation on November 20th, I still had not tithe sensors. Upon my return, the packages were laying on my doorstep. Tonight, I finally opened them and it is not a simple peel the tape and stick it up. I called to have a technician come and do the replacement. I was told that there would be a charge. I fussed because I have a contract that tells me that monthly monitoring and support and maintenance are included in my monthly payment. I was told that it costs a lot to have a technician come for such a simple job. I informed my Customer Service Representative (CSR) that I pay $52.99 And they make a lot of money off of my monthly fees and I should not have to pay for assistance. He asked me, "If I had anyone here to help me?" I informed him that I line alone. Then, he asked me "If I had any family that lived in the area that could help me?" I told him, " None that work for Vivint." I guess he could sense my frustration. He checked with someone and a technician will come on tomorrow without a charge to me. I thanked him, but let him know that I plan to contact the corporate office. This whole situation has been frustrating and ridiculous. I should have stayed with ADT.
We've had trouble with my overhead garage door sensor since the system was installed. We kept getting alerts that our garage door was opening. After three calls to Vivint and the sensor malfunctioning while we were out they finally replaced sensor. On September 17, 2018 while we were out the new sensor malfunctioned. Luckily we got home a couple of minutes after the malfunction and I called Vivint immediately. I told the associate that it was a false alarm and not to send out the guard company and I shouldn't be charged anything for this incident. The associate assured me that I would not be charged. On December 10, 2018 I received an email informing me I was being charged $60 for the September 17th incident. I called customer support and was told that I had to appeal the charge. I did and this is the response I received.
"Unfortunately, since we were unable to establish any inappropriate actions taken by the emergency dispatch professionals at Vivint or a malfunction of your alarm equipment, we cannot approve reimbursement of the false alarm fines imposed. We apologize for this inconvenience but are glad your home and family are safe.".
It's sad when you get charged for an incident that happened three month earlier for which you were told that you wouldn't be charged.
Is this a company you' want to do business with?
I was charged for an additional month even after they had me to send in the case number and reason for my cancellation. I completed my contract and emailed them ahead of time so no more money would be drafted even though I completed it with a zero balance. I am very angry about them taking an additional payment for something that was canceled!!
My battery kept giving low signal after Hurricane Michael. Vivint technicians walked me through taking the panel cover off, but, still low battery & now no security system at all. This company should not do business in my area if they cannot get a technician out no later than a month. I am going to contact corporate office because I was offered a $15 dollar credit. I don't want credit I want see vice.