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| - Vivint has reached a new level of low! Avoid this company at all cost! Their customer service is the worst I have experienced! Once they lock you into a 3 or 4 year contract, they don't care about you at all! We recently moved into a new house and have been waiting for a month to get our service and equipment re-connected! We have had 3 install appointments that were not completed (which means 3 days of work missed!)...due to either incompetence or lack of communication. The tech who removed our old out door camera from our old house took it with him, and the installer could not install a new one without approval (for some reason this could not be resolved on the day of our install appointment...we had to call and be put on hold for 30 minutes, then get transferred 3 different times and tell our story 3 times before it could be resolved, and another appointment made). So the day of our 2nd scheduled install arrives...and the tech who comes out cannot complete the install this time because the first tech who came and assessed our home neglected to put in the notes an important fact that required a special part to be ordered (lack of communication! ) So, again, another day missed from work and no alarm system installed. This tech asked me if the following Wednesday would work for me to reschedule and told me he would set it all up and call me later to let me know. He called later and told me it was all set up. So, the following Wednesday, I'm waiting around all day. I finally call Vivint, and am told that the appointment was requested but not confirmed! Great! Thanks for letting ME know! So we rescheduled again for almost a week later. This time, on the morning of my scheduled install, I get an email cancelling my appointment because the tech was sick! Really? Another day taken off from work and still no alarm system! More phone calls, being put on hold, transferred...blah blah blah...and another appointment scheduled! This time my husband is the one who called to reschedule and he is upset because, this time, he ALSO took the day off from work, to make sure everything was done properly. Needless to say, at this point we are both understandably disgruntled! About 10 minutes after my husband hangs up with Vivint after rescheduling our appointment again, I get a phone call from a Vivint representative, calling to schedule our appointment. I informed the rep that my husband already took care of it, and went on to explain that we really hoped they would show up this time and complete the job, because of all the inconvenience we had experienced. There was a lot of noise in the background on the reps end...clapping and cheering and laughing...it sounded like they were having a party! Very unprofessional. Then, instead of the rep empathizing with our plight or apologizing, or even offering some assurance that they even care about our experience at all, he informed me that I was being rude and that he would cancel my appointment if I continued to be rude. What??? I then asked for his name, which he refused to give me. When I asked for his name, he condescendingly asked me "Would you like me to cancel your appointment? I have warned you.", to which I simply replied "No. I want to keep my appointment and I would like your name". Again, he did not give me his name. Instead, his response was "I warned you...now I'm cancelling your appointment " and he hung up!!! Unbelievable! So, back on the phone to make another appointment, and also try to speak with someone about the rude employee. After once again being put on hold and waiting quite some time (as you will usually do whenever calling Vivint), and explaining my whole story to yet another employee, I am, once again, informed that I must be transferred to another department, but the employee assures me that I will not have to tell my story again. He tells me that he will explain the situation to whoever is taking over the phone call. Again, I am put on hold for a very long time, only to discover that I have been transferred to the wrong extension...someone answering the phone asks me for my badge number!!! Great! They can't help me, and the helpful person who transferred me and offered to explain my story to the next person is no longer on the line! Tired of that whole game, I resort to email to save my sanity (besides, my phones battery is nearly dead now!) I get a cookie cutter greeting and a promise of a follow up appointment. They must be really busy because a couple of hours later, still no appointment. Funny thing is, I was going to purchase additional equipment from them, until this fiasco took place. Instead, I will be filing a complaint with the Better Business Bureau, and seeing what, if anything, I can do to get out of the rest of my contract.
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