During installation, the technician drilled cables through my exterior walls without informing me beforehand. I was told the system was wireless. Had I known drilling would be required, I would have had the opportunity to ask questions and make an informed decision. After the installation was complete, the crew left without cleaning up. There was sawdust on my carpet and paint scratches where the wiring was run. I gave the company the benefit of the doubt at the time and did not pursue the matter, thinking perhaps I should have asked more questions upfront. I now realize that is not on me.
Fast forward to today. One of my cameras has stopped working. I went through phone troubleshooting twice and the issue was not resolved. Vivint's response was to offer a technician visit for a $99 copay. I pay a monthly service fee for a system that is not working, and the company wants to charge me an additional $99 to fix their own faulty equipment. To add insult to injury, the customer service representative used the service call as an opportunity to upsell me on a $9.99 per month protection plan to avoid the very fee they were threatening to charge me.
This is not how a company with integrity treats its customers. I would strongly caution anyone considering Vivint to read the fine print carefully, ask every question you can think of before installation, and document everything. I wish I had.
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