Peter M.

Over the past two years we have experienced FOUR false fire alarms. The first was when we were five hours from home and the fire department ended up inside our house. I didn't know that when the alarm goes off, it unlocks the front door! Vivint would take no responsibility. Instead I was told it was because the sensor was too close to a heating vent. Vivint installed it there! So a tech moved it six feet away. The next alarm, false again, was downstairs. The final outcome: replace the faulty unit. Getting Vivint to respond on anything is a major challenge. It wasn't until I started telling my story on social media that I got a call from a higher-up. He was brilliant on reading his talking points but a zero on fixing the problem. Spoke to him again after the latest falsey: I kept asking, "So, is it acceptable for your system to go off with false fire alarms every three or so months?" Never got an answer. I called the tech who put in the system and has done service calls (never let anyone leave without getting their name and phone number!). He wasn't available as he was just returning from a company-paid trip to Hawaii. He tells me I have to call corporate to get on the calendar and he never gets back to me! I feel hamstrung because I have money still outstanding to pay off this debacle. After $#*!ing at the corporate guy and him doing nothing but telling me to wait (after I rebooted my system), he finishes with "Is there anything else I can do for you today?" I laughed out loud. "You really haven't done anything for me today," I replied. Then when the tech asked me to set an appointment, he asked if I knew any potential customers! I laughed again. I could not recommend this company to anyone. While I may have vented, I am still left with a faulty security system and a company that provides terrible customer service.