Vivint Customer Service Issues

On 10/16/[redacted], I purchased a house from David Kirk at [redacted] N Colrain Ct KCMO [redacted]. My name is Ronald B. I finalized the deal and moved in on 11/16/[redacted]. The house included a Vivint alarm system, a video doorbell, and a Kwikset [redacted] TRL ZW Smartcode deadbolt. The house disclosure mentioned that the security system was not to remain as David Kirk had a contract with Vivint. Around 11/12/[redacted], a Vivint technician removed the security system and components, except for the Kwikset Smartcode [redacted] TRL ZW deadbolt, which was left to secure the front door. David relocated to Arkansas, while his security system was sent to his temporary apartment by Vivint to end the contract. I bought a Ring video doorbell compatible with Kwikset [redacted], but I'm having trouble getting the [redacted] to connect with the Ring base station. After numerous discussions with Ring and Kwikset, they believe an "anti-theft" lockout from the previous Vivint pairing may be causing the issue. I can use the [redacted] keypad manually, but remote access is not functional. I have attached a copy of my purchase contract and address proof for verification. I'm seeking assistance to resolve this matter promptly. Thank you.

This is my third email to Vivint requesting a response. I am still awaiting your reply. On Fri, Mar 22, [redacted] at 11:03 PM, I sent an email requesting confirmation to cancel monitoring service. I have not received any response to my previous email from February 23, [redacted]. Please confirm the cancellation to prevent any further payments from being deducted from my account. Thank you. On Sat, Feb 23, [redacted] at 11:07 AM, I provided my service number: [redacted] Margaret Wingate March 18, [redacted] I want to cancel monitoring service effective immediately. I understand the 30-day notice requirement. A payment has been made to cover until March 20, [redacted], with credit applied. Kindly confirm the cancellation and notify me of any discrepancies in my statement. Thank you.

I would like to commend one of your smart home professionals, Domingo Medina, for his exceptional service. We have had the pleasure of working with him three times due to equipment issues, and each time he has demonstrated professionalism, extensive product knowledge, and a genuine concern for our satisfaction as customers. Domingo conducts himself appropriately, listens attentively to our experiences, explains potential causes of the problems, provides a diagnosis, and educates us on the equipment throughout the process. He always addresses our questions and concerns, and if he needs assistance from customer service, he promptly obtains the necessary information. Domingo is one of the best tech professionals we have encountered, showcasing his dedication to customer service and product expertise. He is a valuable asset to your company and has significantly enhanced our experience as customers. We are grateful for his exemplary service. Sincerely, A.J. & Cheryl Wynn

I would like to praise Sherrie Billings, one of the customer service representatives. During a recent call, although I was not as warm as usual, she remained focused on addressing my concerns with professionalism. Sherrie not only maintained a professional demeanor but also resolved four issues efficiently, thoroughly, and pleasantly. I was so impressed by her conduct that I felt compelled to write this commendation and inform her about it. I am consistently impressed by the professionalism and excellence demonstrated by your employees. This reflects positively on your company and its culture. Sincerely, A.J. Wynn

I've had to deal with issues where my alarm system doesn't disarm properly, causing concern for the security of my house. Even trying to disarm it remotely from my phone gives me errors. Furthermore, my doorbell camera is also malfunctioning by not recording any activity. When seeking help from technical support, they suggested tools I don't have or advised on a paid technician visit, which I find frustrating since I already pay a monthly bill for the service. Considering the safety concerns in my area, I'm contemplating switching to a new security company due to these ongoing problems with Vivint, even though I've been their customer for years.

I am Christie Garmon. On May 14, [redacted], your sales representative, Elizabeth, visited my home to pitch Vivint's alarm services. Despite my previous experience with Vivint at Fort Bragg, NC, I decided to try it out. Elizabeth assured me that even without internet, the technician would return when I had it to set up the equipment. Contrary to the plan, the technician did not arrive that night. I called but got no response; thus, the installation was postponed to the next day. After the setup, issues with the garage door opener persisted, and I reached out to Elizabeth and the technician. Finally, the technician visited, fixed the garage problem, and connected the panel to my internet. I later considered alternatives like Vector and ADT, prompting me to contact Vivint to cancel. While speaking with Austin, I disputed the start date of my 3-day trial due to delayed services. I am dissatisfied with several incidents, including the recurring garage warning. I request a review of my situation and approval to cancel within the trial period. Regards, Christie Garmon

We had a Vivint alarm installed on June 30th. My mom just got out of the hospital and is recovering at home. The issue we're facing is that about every 30 seconds, we receive a repeated ping from the alarm panel indicating we have 3 messages: 1. The breaking glass alarm is offline. 2. The living room is not alarmed. 3. The control panel is not connected to the network. These notifications and pings started on July 1st, the day after installation. My mom is unhappy, and we feel concerned about the alarm's functionality. The constant pinging is becoming unbearable! - D. M.

Hello, I hope you are well. I am encountering an issue accessing my information through my mobile device. I have been in contact with a representative for about a month regarding this matter. The representative advised me to change my password three times, but unfortunately, I am still unable to view my home security status or control my thermostat and lights using my phone. Despite attempts to resolve the problem, reinstalling the Vivint app did not help as it still does not accept my login credentials. I am frustrated as I am paying for services I cannot utilize. Any assistance you can provide would be greatly appreciated. Thank you.

Hello, I am Larry O. and I have been a Vivint customer for a few years now. I've encountered ongoing issues with the security system, particularly with the cameras. Despite my ability to resolve some problems on my own, the cameras stopped recording mysteriously after a power outage at my home. I am displeased with the reliability of the system given its cost. I request prompt assistance from a representative to address these recurring issues and ensure the system functions as promised. If not resolved swiftly, I may consider switching to a different service provider. Please reach me at [redacted] or via email at [redacted] Thank you.

Hello, my name is Espie Claudio, I am inquiring about account number [redacted]. Recently, when law enforcement requested footage from our cameras, it became apparent that the camera placement was not ideal. One camera was positioned outside the awning while the other was placed beneath it, limiting its view to a small area. I believe a doorbell camera would have been a more suitable option, providing a [redacted]-degree field of view. I am currently looking to purchase a doorbell camera and relocate the existing camera to a more sensible location. I feel that the technician should have suggested this initially. I would like to request a payment plan or complimentary installation to cover the additional costs incurred due to the incorrect placement of the camera. Thank you for your understanding.

I am experiencing an issue with my security system. Previously, the system would indicate which door was being opened on the wall panel, but now there is no notification at all. I attempted to reset the system with no success. I am requesting a technician to visit my home at [redacted] NE Fullerton, Lawton, OK to reset the system. I am William D. and I would appreciate your assistance. Please reach out to me at my new email address, [redacted] Thank you.

I am having trouble setting up my Android phone to ring when the doorbell is activated. Despite being given a link in a previous chat to help me, the URL did not lead to the relevant article. It's frustrating that my original indoor chime doesn't work with the Vivint Doorbell, and even worse, my phone doesn't chime when the bell rings. I miss having my Ring Doorbell, as Vivint seems ineffective currently. I have missed visitors at the door multiple times due to this ongoing issue. This is my fourth attempt to fix this problem without any success.

I am looking to remotely adjust my thermostat using the Vivint Classic app on my cell phone. Unfortunately, we currently have no control over the thermostat settings in the house. I would greatly appreciate the ability to manage the thermostat through the Vivint app for scheduling purposes. I am seeking increased access to the app or instructions on locating the thermostat controls within the app. Our system was installed back in [redacted]. I kindly request not to receive any additional surveys. Thank you.

I am frequently receiving calls about an unpaid account due to a Smart Drive issue with Vivint. I returned the faulty Smart Drive and stopped payment due to a $[redacted] charge for it. I have explained this to the callers and am waiting for written confirmation that the charge has been waived before resuming my payments. My security system had failed to record theft incidents, prompting the Smart Drive replacement. I have proof of returning it. Once the $[redacted] charge is officially waived, I will resume payments. Thank you for your assistance in this matter. Larry O.

Dear Security Department, I wanted to report an incident where an individual named David Enrico came to my home on May 29, claiming to be from your company. He showed me a Vivint security badge and offered to help with my garage video camera issue. He mentioned replacing the camera and installing a keypad near the garage for easier system disarming. He scheduled a tech visit for June 1, but nobody showed up, and I haven't received any response after contacting him. I am a Vivint customer with an account at Capital One. I am concerned about this person's affiliation with your team and the lack of response to my requests. Thank you. - Gary B McNally. Contact: [redacted]. Email: [redacted].

My Vivint account was canceled on 6/23/21. I have had two service appointments scheduled for a technician to remove the equipment from my home, but both times they did not show up within the designated time window or provide any notice of delay. Despite assurances from customer service, the technician did not arrive as promised today. I was told that my appointment was in the system, but I did not receive a confirmation email and was informed that I would receive a phone call 30 minutes before their arrival, which also did not happen. I would like to reschedule another appointment for the technician to remove the equipment and receive a definite confirmation via email.

My name is Columesia Graham, and my Vivint service is located at [redacted] Cornerstone Road, Hattiesburg, MS. On June 4, [redacted], $[redacted] was deducted from my checking account for a reinstallation fee even though I was informed that I would not be charged. I have emailed the necessary documents demonstrating our agreement, and I was promised a refund of $[redacted].03 to my account ending in [redacted]. Despite numerous attempts to follow up, I have received conflicting information during my six to seven calls to Vivint. Each time, I was assured of a refund in 3 to 4 days, then told a check was sent, and later informed it would take weeks to process the payment. As of today, June 28th, I have yet to receive any reimbursement, leading to extreme dissatisfaction with Vivint's handling of this issue.

My garage glass break sensor has been malfunctioning for nearly three weeks. I have contacted technicians twice, and the first attempt to troubleshoot and reset remotely did not work. The technician then determined the sensor was faulty and said a replacement would be sent within 7 to 10 days. After waiting two weeks with no sensor delivery, I contacted the tech department again. They confirmed the order but had not shipped it yet, advising me to wait an additional three days. Today, I still have not received the sensor, leaving my garage glass break system nonfunctional for over three weeks. I am eager to have this matter resolved promptly. Thank you.

We signed up with Vivint on June 4, [redacted]. We were informed that the doorbell camera installation would occur within 2 weeks. However, after following up, we discovered the appointment was rescheduled without notifying us. Despite scheduling three appointments, there were no shows and no communication. We are frustrated with the lack of action. I am eager to have the doorbell camera installed as promised. Additionally, the smoke alarm was not installed as requested. I also need the necessary documentation to register the Vivint alarm system with the police department. Moreover, there were issues with the Vivint Bank America card which forced me to pay the final bill from my account to avoid extra fees from ADT. I'm requesting Vivint to install the smoke alarm, refund the money withdrawn, and to stop using ADT's alarm components.

Our back door alarm has triggered twice in the middle of the night in the last month. The latest incident was four days ago around 1:30 am. When I called for help, the person on the phone advised me to remove the sensor's top, but it was not something I felt comfortable doing at such a late hour. I called again recently requesting a technician to come and fix the issue. Although the lady I spoke with was polite, she insisted that I could easily do it myself and even offered to send a video tutorial. I'm frustrated as I believe this is the company's responsibility. I asked multiple times for someone to be sent out, but it seems your company lacks in customer service. Despite being told the sensor was tampered with, I haven't accessed it. My name is Jerry McDaniel from [redacted] Legacy Park Drive, Casselberry, Fl. Thank you.