Complaint Review: Vivint - Internet

approved deposit for system to be installed from vivint sept 10th 2011 from a salesman named Ryan and one other salesman I think named mat. It was to have 7 points /elements to it which were discussed at the time of purchase. After our agreed elements of the alarm the company wanted a $66 deposit so they could start the system and once system was in place and approved by me by signed contract, the remainder of charges would be added. Several calls came in from vivint to verify the purchase/elements. The following week a technician came out to install the system for vivint. He knew nothing about the 7 points that had been sold to me by the vivint sales rep. He proceeded to install his variation of an alarm system. I happened to call my wife to see if they made it out and found out that the system I had originally agreed upon was not being installed so I asked the technician to stop what he was doing until I got back in touch with ryan, the salesman. I got in touch with ryan and he said that what he had input into the computer did not stay in and so all that stayed in the input was my home location and alarm install.

By this time my wife had discussed the install with the technician and the technician sold her on only the basic as I have hurricane/ theft shutters on every window and door of my home and he told her it would be a waste to add the other features. I called Vivint and told them I would proceed with the basic install and I was told my install would be the following Monday morning at 10:00 and we would sign contract on the service at that time if all worked well. My wife waited at the house for the vivint installer who never showed. Vivint did not call to change the appointment and did not call back at all. When I tried Vivint on the phone I was always put on hold and stuck listening to recordings. Finally vivint called back 2 weeks later to ask how I liked my new system. I told them they never came to hook it up and that I needed them to come and get it as I would not do business with a company that is unreliable and undependable. I had already had that experience with ADT and disconnected from them due to their incompetence. Somewhere around the last of September I got a call from vivint to check on their service again and I gave them an ear full. I told them I needed the activation charges and equipment charges taken off of my credit card. They assured me it would be handled. 10-6 -11 I was checking my credit card statement online and found that another charge from vivint had been added to my charge card. I called vivint once again and was put on hold for another 5 minutes. When they came back on the line they said that all their reps were too busy at the current time so I asked to speak to a manager. They put me on hold again and I waited another 5 minutes before I finally hung up. I work and am not allowed to walk around on the phone all day unless it is project related. I called USAA and asked that the charges be removed from my account. 2 charges were put on dispute and the oct 5th charge for 125$ was not because it was still pending. I was told that once it was charged , to come back and dispute it. Update 10/24/11 I went back and disputed the $125 charge. I got my mail when I got home and had a letter from USAA in it that said they needed this information in by the 27th. You will have to extend your date as I only received the letter today (10/24/11). I will be putting it in the mail on the 26th. On one more note, I have had this USAA credit card for at least 10 yrs. I have only disputed claims that were scams or not what I was told I was purchasing. I would advise you to build a profile of your customers so you dont end up wasting time investigating when I have supplied you with all the required information. To recap, Vivint called me and sold me a alarm system and then installed one I didnt buy while disconnecting the one I had and removing it. The technician sold my wife on another basic model that they were to finish installing on the following Monday and sign contract. They never showed up to finish the install and sign the contract.Since then Vivint has added several charges to my credit card with the latest as of 11/11/11 being for $368.00. I do not recommend anyone using their service that does not want to be scammed and harassed on their credit card.