Vivint Smart Home

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4931 and 4907 N 300 W, Provo, UT 84604, USA
Added by Jopie, at 24 February 2017

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• Anonymous

  23 April 2018

  EXPLODING PANEL! Vivint panel started heating up. I could hear weird noises and feel the wall getting warm. When I called, they said it was probably something in my house and they could send a tech to check it out but it would cost me a $49 service charge. I agreed to pay it and they said they couldn't get me a tech till the next week. 3 days later, the panel burst into flames and would have burnt my house down if I didn't use my fire extinguisher. It was the battery inside the panel that started swelling and eventually caused a fire. They referred me to Home Damage who offered me a $500 settlement and wanted me to sign a Release Form promising not to sue them or talk about what happened ever again. I had a contractor quote the job at over $1200 but Vivint only offered me $500 and a new panel. When I threatened to report them to the Attorney General and the BBB, the rep in Home Damage laughed and said "Have fun with that." Unbelievable.

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• Anonymous

  11 April 2018

  Do not ever sign a contract with this company. If I could give them a zero star rating I would. We signed up for security service with them. When we moved a few miles down the road we had the guys out to move equipment to the new house the installers told us that the transfer paperwork was a continuation of our old contract and it would not restart the terms. When we tried to cancel service at the end of 2 years we were told it did, in fact,​ renew us for a 2-year​ contract. We tried​ multiple times to cancel and were told astronomical​ fees and equipment​ costs. Eventually,​ we got sick of the monthly charges and negotiated a buy out price. Vivint continued our monthly billing for 3 months after we paid the buyout​. I have now been on hold with them for 23 minutes trying to get our money back. Worst customer service I have ever seen. And I'm still on hold
  After an exhausting 44-minute​ phone call we were told they will not refund us for the first charge that came out after we canceled. They would refund the last two months. However,​ the refund would not be for the full amount. We were wrongly billed $75.77 each month and they would only refund $69.99 for each month. The billing representative could not give us a straight answer as to why we would not get a full refund for the amount of money they gave us. Completely fraudulent​ company. DO NOT EVER SIGN A CONTRACT WITH THEM. THEY ARE CROOKS.

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• Anonymous

  09 April 2018

  By far the best Alarm and Security Automation company on the market. Their self designed products work great and when there is an issue they are able to respond quickly with a service technician at my home.
  
  I have recommended them to many family members without any fear that I'm going to hear they are unhappy.

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• Anonymous

  22 March 2018

  Pretty bad company guys. At least in my humble little opinion, I would recommend not signing up with Vivint. Basically our install technician decided to leave before finishing the job yesterday. He took off our old thermostats, put in the new Nest thermostats, but didn't bother hooking them up. Didn't realize that until late last night. He also left a nice mess for us to clean up. Also didn't install the 4 glass breaking monitors we paid for. On the plus side, I think all the doors sensors were completed and wired to the main panel. So I guess that's a positive?
  
  Okay, so you can't always control all your employees and what they're going to do. Maybe he was just one bad apple. That was not the problem. This morning I called Vivint and asked for someone to come back and please finish the job. To my surprise the customer support person I talked with (who was very nice) said they could not have anyone out to our house for another 3 days. That's kind of crazy right? We don't have any heat. It's warming up as spring has begun, but there is still snow on the ground where I live and it gets really cold at night. When I explained that we don't have heat, and it was quite cold, she still kindly stated that 3 days was the soonest they could do it.
  
  I did escalate the issue and talked to a manager of some sort. She too was very kind and professional, but she too said 3 days was their best. She then suggested if we can't wait 3 days, to call a heating and air company to come fix the issue. Then send the invoice to their claims department to get reimbursed. Really?
  
  Am I being unreasonable? You have a technician not finish the job. As a result we're now without heat. To rectify the situation, the best they can do is send someone in 3 days? This all seems nuts to me.
  
  Here's the funny part. I felt like this was not a good fit, so I called Vivint back about an hour ago and asked to cancel the service They are now trying to find a technician that can come back today. Go figure! We'll see what happens and maybe I'm an isolated case, but if I knew what I know know, I would not have signed up.

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• Anonymous

  11 February 2018

  Best company. Created by a brilliant man. Well driven employees to give you the best of the best. Gorgeous location. Wonderful motivating management. Good quality products. Smart people. 100% recommend to work for or for your home security system.

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• Anonymous

  08 November 2017

  False alarms , less than a year since paid to install. Zero integrity. Won't stand behind product or install. Set up contract in such a manner that you are the owner of their junk equipment. Charge of $50 just to send someone out to look at their faulty junk. Do yourself a favor and buy SimpliSafe instead!

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• Anonymous

  25 October 2017

  I moved & the company was suppose to come to my new house to set up my equipment. Almost 2 months later no one has called or showed up, but you bet they are charging my account every month. Before I moved my cameras only worked half the time. They have had multiple techs show up & never fully got it working properly. Then the whole moving has been a joke.

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• Anonymous

  07 September 2017

  Just figured out why so many people evidently speak so badly of this company. Got talked into a $3000 equipment purchase and expensive long term contract about a month ago. When the installer arrived who was pretty nice by the way, it quickly became apparent that my needs would not be met (e.g. could not install cameras where I needed).
  
  I actually picked up one of their cameras and it was cheap plastic and light weight like some child's toy. I requested the installer to cancel everything. Instead he moved the installation out to a month later and asked me to reconsider. He even put one of their signs in my yard to "keep the bad guys away".
  
  I received an email reminder today of my installation. The email contained a link to change the appt. but not cancel it. So this evening I was forced to call the number in the email to cancel. The rep who answered the phone I believe identified himself as "Matt". When I told him I wanted to cancel my appointment and order, he immediately launched into the most unpleasant, belligerent sales mode I have ever experienced.
  
  He first stated he was an account manager and would solve my issues. He insisted on asking a series of sales questions, offered a 200 rebate, then half off my first month. I noted over 6 times that I did not want a sales pitch - I simply wanted to cancel my installation and be done with them. He simply got more aggressive and belligerent. He refused my repeated requests to cancel my appointment and order. I told him I was going to submit a complaint and he just seemed to chuckle. I also noted that his behavior confirmed my decision to do not business with them.
  
  The really alarming part of this unpleasant experience was that he seemed to be enjoying himself. I finally had to hang up after warning him repeatedly I was about to do so. I took a couple of deep breaths and called the number back and got a different guy who was actually professional. I explained what had just happened and that I did not want a sales pitch. He was understanding, put me on hold for a couple of minutes and stated everything was now canceled and I would receive a refund on my initial deposit.
  
  After coming here and reading the negative reviews, it's clear I dodged a bullet. I have submitted a complaint to the Texas Attorney General as well. Hopefully they will investigate and take appropriate action against this poor excuse for a company.

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• Anonymous

  26 August 2017

  I would like to start by saying how much I actually like the system. The software is really easy to use. Users can be added and removed quite easily, push notifications can be adjusted to your needs, among many other things. The system just works. My issue is the salesman and his lack of clarity, transparency, and respect. I've had at&t digital life for three years now and when he found out he said they would replace my system for free matching then upgrading my system. I got digital life the same way, I was put on a two year contract and all equipment and installation was free. My monthly bill was always the same, it never changed once. As soon as I said I would try Vivint out, that's when it was revealed to me that almost half of my monthly bill would be to pay for the equipment, doesn't sound free to me. I was quoted $77 and it ended at $82 and change. He told me that with every upgrade I wanted he would need a reference (a phone number) but in reality he would add a few dollars to my monthly bill. If your equipment isn't free then don't say it is. He told me that after our contract ended it would drop to $50 a month. I asked how long our contract would be and he said 3-5 years, as far as contracts go that's a huge difference. I still don't know how long it would be. Since it was a high pressure approach, even though he kept reassuring me it wasn't, I asked him what the trial period was and he replied a week, with some uncertainty. Turns out it's only three days. I mainly asked that question because I normally take my time to weigh my options before fully committing. So I was interested but I had plans with my family that night and I let him know this but instead of respecting my plans he set up the install for that night. This meant that not only did we not do what we had planned but we had someone from Vivint in our house from the moment I came home 6:30 until 10:30 at night. Not very neighborly considering my son had school the next day. The installers were awesome, Jessica and Jeff did a great job. I decided to cancel the subscription, it was a tough decision because as I said the system is actually quite good but the lack of respect and lies just digs at me. Side note: he never asked me for the references.

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• Anonymous

  29 June 2017

  THEY HAVE CONTINUE TO SAY THAT I WAS ON THE TOP OF THE LIST FOR FIXING A 3 YEAR MISTAKE (THEY OFFER ME A $5 CREDIT FOR 5 MONTHS) THEN THEY SAID IF YOU SIGN UP FOR 24-48 MONTHS WE CAN LOWER YOUR BILL BY $10-$12 I DON'T GIVE BAD REVIEWS BUT THIS IS RIDICULOUSNESS I WAS ON THE PHONE WITH THEM FOR 1 HOUR AND 40 MINUTES THEN HAVE CONTACTED THEM 3-4 TIMES SINCE EACH TIME THEY SAY THE SAME THING WE WILL BE OUT TO FIX THE ISSUE NO RESOLVE AS OF YET THEY DID SEND AN EMAIL AND SAY WE HAVE SCHEDULE AND APPT. FOR JULY 11TH I HAVE BEEN WAITING SINCE MAY 29TH WHAT A JOKE. MAKE SURE YOU HAVE EVERYTHING INSTALLED BEFORE THEY LEAVE NO SENSOR WAS EVER INSTALLED THAT I HAVE BEEN PAYING FOR FOR THE LAST 3 YEARS. THEY EVEN DID A LIVE VIDEO TO MAKE SURE I WAS TELLING THE TRUTH THE GUY ON THE PHONE COULD NOT BELIEVE THAT IT WAS LEFT OUT. NOW AS FOR THE EQUIPMENT I LOVE THE PANEL AND THE THERMOSTAT AND THE APP THAT CONTROLS IT BY YOUR CELL PHONE. I LOVE ALL THE FEATURES. I AM SURE ITS A GREAT COMPANY THEY JUST NEED TO GIVE BETTER GUEST SERVICES WHEN IT COMES TO TAKING CARE OF THE GUEST.

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• Anonymous

  20 June 2017

  Great place to work and great people to work with as well. Looking for a great career growth in the customer service as well as management or supervisor? Vivint is one of the best place to grow and have experience.

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• Anonymous

  07 June 2017

  Can't speak for their actual product, but I've sortof had it with their pushy salespeople. They have come to my house twice and both times when I politely decline they keep pushing. They've also manipulated my neighbors to post positive reviews (not sure how?). Let your product speak for itself and maybe you will gain more customers!

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• Anonymous

  02 June 2017

  Not very pleased. They are very hard to work with. Just had the system installed a week ago and already have alarms tripping off the charts. You call to ask for assistance and they keep you on hold FOREVER while they bounce you to different representatives. Then you have to explain SEVERAL times why you are calling. They are unclear on what they mean vs what they say. Unless you are extremely tech savvy, then you wont understand a damn thing in their speedy spill they give you. What their customer service says about their capabilities contradicts what their techs say they are capable of. We had to have two separate systems installed, due to the number of cameras we wanted. We called to ask when it was going to be finished. And when we weren't happy with the rep, we said it was probably best to just bag the whole thing. They said the three day thing doesn't start until install is complete and it had not yet been completed. Once we called back with several more issues they informed us we couldn't cancel because one system was already installed, making so that we were locked in the contract. Even though the original person stated they weren't? Either they don't notate communications well or.who knows? Their tech that came out just looked pissed to be here. That is always a good feeling, feeling like you are putting out the tech for doing their job a paid service at that. Moral of the story. This has been the biggest joke. Biggest mistake Out of the handful of people we could have called we chose Vivint. And what they are proving to us is that they do NOT care about their customers. They aren't willing to make things work, let alone even attempt to bend over backwards for people. Ya know, something that most companies would do. We aren't asking for an unreasonable request. We are asking for what they advertise. As far as this message getting though to Vivint and them actually doing anything about it. Well, I won't hold my breath. We are now just considered a monthly paycheck. Not a customer. Customers shouldn't be treated or put on the back burner as much as we have. EXTREMELY disappointing. I feel like we have been had!

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• Anonymous

  03 March 2017

  Worst company ever. Scam artist. Tell you that you have 30 days to decide weather you like the system and then at 20 days it would not record correctly. They tell you there is an extra charge for rewinding wanting to be able to rewind video. Took tech 9 hours on a simple install. When we cancelled system, they kept wanting to reschedule appointment to pick up equipment. NIGHTMARE--Customer representative Joseph was a joke and not helpful at all. They try and talk over you to get you to keep the system.

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