Vivint Smart Home Security Systems

Heather Brown _{on Google}

Jun 12th, 2021

I knew from previous experience that the move process typically doesn’t go very smoothly with Vivint but I still opted to use Vivint with my move to my new home in May. I initially called May 8th and due to moving out of a rental, I chose to have equipment professionally removed as well as installed in the new property and I was ensured that the technician would repair any damage that may be caused in the process. The initial uninstall date was May 14. I also was told I could space it out where the $150 fee for uninstall ucould be on the may bill and we could schedule install after the bill cycle and have it drafted with the June bill. Upon the un-install, the technician left a very large hole where he installed the panel, approximately 3x3 inches and also did not uninstall my door lock or the door bell camera. I was pretty upset and called customer service because as this was a rental I would be responsible for the damages and would likely require a wall patch due to the size. The representative on this call advised me that the prior representative gave me incorrect information and that the repairs are not Vivint’s responsibility and that I would need to remove the doorbell camera or the smart lock to take to the new property as I am only allowed one new item to be installed. I asked that the installation fee be waived on the new property since they told me that they could not waive it for the uninstall since it had already been performed. They approved it through the move department and told me I would not be billed for an installation but that would still receive installation as scheduled for May 29. On May 25, my bank account was charged $383.50, which I presume includes my monthly rate, uninstallation and installation of equipment. So not only were the 2 fees combined when from the beginning I was told they would be split, they then charged me both after telling me that they would not charge the second fee. I called that day as I now had an overdraft charge in my banking account as well as a negative balance. I spoke with another representative who verified that the credit was pending for the account. I confirmed that this was being returned to my bank account, as a credit to my Vivint account would not rectify the situation. He confirmed this at that time. May 29, the day I was scheduled for install, the appointment was cancelled due to the technician calling in sick. I called customer service and spoke with Maximillian, the shift supervisor, due to the inconvenience of the cancelled appointment as well as still not receiving the refund to my account. He verified that the money was paid to my account but could not provide any sort of documentation to support this as I planned to inquire with my bank. He also agreed to further take ownership of the issue by offering a credit for my June bill in addition to the $150 refund.
On June 4 I called again since I still had not received the refund or any type of follow up. I spoke with Donna, in customer service and after being on hold and speaking with her and other departments for over 1.5 hours, the conclusion was that the refund/credit had been improperly input and was not in process at all. She advised me she input a credit to be refunded at the amount of $195.90 within 3-5 business days. So here we are, June 11, 5 business days later and I’m sure you’ll be shocked to hear that I still have not received any follow up or refund at this time.
The lack of professionalism and accountability for the customer service is laughable for a major company such as this. I am at the point where I don’t care about the contract and I just don’t want the service at all anymore. I usually refer customers to businesses that do great but I will tell ANYONE who will listen to never use Vivint.