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| - Unfortunately, I have to share with you the terrible experience that I have had with Vivint Smart Home recently.
I contacted your team in the summer of 2016 to have the account transferred from my ex-husband's name to my name. That was a very stressful process and nothing seemed to go right. They sent a tech out and the tech wasn't even sure why he had to be there for that. But he had me sign a "contract" that he gave me a pink copy of and told me I was all set.
Fast forward almost a year and I call your team because my camera and door locks were no longer syncing to my app. I also opened up my app and it stated "Duress". I call and was told that I was in the middle of an account takeover. I advised them that the takeover was completed almost a year ago and was told that it was never completed. I was also told that I sent a "Duress" signal from my app at 1:00am the day prior. I asked why no one contacted me or sent emergency response to check on me and I was told that it was because I was in the middle of an account takeover. Really? What a liability! When I need you the most, you're not there?
I then spoke with a woman in the "Takeovers" department who was extremely rude. She said that I am not even a customer with you so she couldn't speak to me. And that my contract is up on May 31, so I may cancel at that time. If I'm not a customer, why would I have to cancel when I can just quit paying? And why are you taking my money each month? I pointed out to her that your company allowed me to change the verbal passcode almost a year ago, so why would they do so if I was not a customer. She huffed at me so I asked to speak with a Supervisor.
Bayron Alvarez advised me that the takeover was not done properly and that he would have to send a tech out to complete the takeover. I explained to him that I needed access to my door locks from my app for Saturday as I had maids that would be coming while I was out. He agreed to send a tech out Friday afternoon. I also asked him about getting the equipment upgraded to the new "Sky box" and about an offer I had just received to lower my bill to $34.99 per month. Bayron advised me that the new equipment costs anywhere from $99-$199. I asked if he would be able to do anything for me considering the takeover was never completed and he stated he could give me the equipment for $199. I questioned this pointing out that that is the maximum price he just quoted me, and he said "yes, but you'd be getting the lower rate too." He then said he could do $99. I told him just to send the tech out and I would not be renewing my contract at this time.
The tech arrives at 2:30pm on Friday. He goes through inspecting the box and sending signals to take care of the takeover. The tech moves on to trying to get my door locks and camera to sync to my app, the whole time complaining that he is allergic to my cat. At 5:20pm (almost 3 hours later) he tells me he has to leave because his eye is bothering him too much and he will have to reschedule another tech on another day to resolve the equipment issues. I email Bayron asking if he can do anything to waive the $99 since I took a half of a day off of work, and now have to have another tech come out again (for the third time). He emails me back stating, "Yes that $99 can be waived." I ask him to call me and have yet to hear back from him!
I called today, Monday May 2, and ask to speak with Bayron. Bayron is unavailable so I ask the woman in "Takeovers" just to confirm that the takeover portion has been completed. To my astonishment, the takeover has still NOT been completed. She advised me that they do have to send out another tech - for the third time)! I was transferred to another Supervisor, Alex Boone, who looked over my notes. I asked why I have to have another tech come out and he said they have to check the equipment and send test signals. I advised him that this was done on Friday, and that I have a copy of the signed PSA. I also advised him that Bayron told me that as a gesture of goodwill, Bayron did state that he would waive the $99 for the equipment so I wanted that installed if I had to have another visit from a tech. He advised me that he cannot do that and could ONLY waive a $99 activation fee. I asked him to speak with his Manager and he told me that they have no way of receiving inbound calls. I told him that that cannot be true as they have a phone on their desk and a cell phone in their pocket. I asked him if he could give me the contact information for a Manager and Alex Boone told me that he was the highest person I could speak with. I asked him for his title and she stated he was a Supervisor. I questioned why a Manager would not be willing to speak with me and he stated that "it is not their job to speak with customers." Really? Your mid-level Managers refuse to speak with customers? This is absolutely the worst service I can remember ever receiving from a company.
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