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| - We purchased Vivint through a promotion that AT&T was offering in partnership. We were told that the equipment was free and service was $49.99/month and overall that they would take care of the worry and stress of moving when we changed residence later. My wife signed the papers and allowed the technician to install glass break in a couple of the rooms and door sensors on all of the entry doors. They set up WiFi and we were connected via the phone app from Google Play store. Everything seemed fine until we lost connectivity to the control panel in our home. This happened several times within a short period of time.
I thought the panel was faulty, but they told me that it would take a technician to troubleshoot it on-site. We were about to move and to save time and money for both sides, we could troubleshoot once we moved to the new place. I was told to take the panel and leave all the other equipment in the house and they would do the troubleshooting at the new residence. They sent me instructions in a .pdf and I was able to dismantle the panel from the wall. I found a 3"x3" hole in the wall that the technician sawed open to install a small cable for.
We moved and requested for a technician to come out to hook everything up again. The technician arrived and I informed the technician that the panel was having trouble with WiFi and cell dying randomly. He said he would look into it, but that he needed to install the panel to troubleshoot it. He then asks me where all the sensors were. I told him I only brought the panel and was told to leave the sensors. He said he would only be able to install four sensors in the entire house since I didn't bring any of the old sensors with me. I said I could call into HQ and he then said he could match the same amount as we previously had. I needed six additional window sensors to secure the entire house. He said it would cost a fee per new sensor. He then started going over a point system that accounts for each of the sensors and panel together.
After about 35 minutes on hold with Vivint I finally got a human, they needed to transfer me to their customer retention department. I talked with representative ID 131349 and he explained that it would cost $60 a piece to be installed. This arbitrary point system and subsequent cost was never explained in ANY of the previous calls. He said he would look to see what he could do and put me on a hold. He said he could do a promotion for me and get me a buy one get one free deal. I explained that even at $180 dollars, this was unacceptable since there was no mention of extra costs to be incurred before, during, or after any contracts nor concversation before or about the move. It wasn't until the technician arrived that the arbitrary point system and cost per sensor was merely introduced to me. I asked if I could speak with a manager and he said the manager wouldn't be able to do anything additional. I said it was okay and I would like to speak with a manager. He kept asking "why" and we played this game for two or three more rounds. I finally was irritated and said very firmly, "I do not care what you are saying. I am asking for a manager." The phone went silent and then he hung up on me.
I called back again, spoke with someone else who said they were in the same department. They said fairly similar things that the previous person did. While I was on the phone with the new representative, the technician at my house wanted to configure the WiFi of the panel. I entered the password onto the device and it failed to connect to the router. I explained to both the technician and the representative on the phone that this was why I was hoping to troubleshoot the panel. The technician, who knew what I had installed and performed the install himself, asked if I had any cameras connected to the panel.
I answered and then asked him if he would please troubleshoot it because the cell module and the WiFi module have failed in the past and wanted the peace of mind of knowing that the panel is working as designed. At this point it was 4:00PM and it was obvious the technician wanted to go home and not troubleshoot the panel as he refused to do so. I now have a panel that I am unsure of and if I'm paying a premium for this type of service and have a signed contract, then why can't I be given a working panel that I know and feel good about since this is my family's safety?
TL;DR - Absolutely poor customer service, incompetence from each department, very shady practices of "bait and switch" for services and devices, an arbitrary point system that they can finagle in different ways, and defiance in simple requests for the peace of mind that one expects when paying for a premium service. DO NOT do any business with this company.
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