- Report: #1322671
Complaint Review: Vivint - Nationwide
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Author Not Confirmed
Why?
Vivint
Nationwide, USA
Phone:
18889825461
Web:
http://www.vivint.com/
Categories:
Business Rating:
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Vivint Paid almost 2 1/2 years for an alarm service that was not monitered and will not refund Nationwide
On or around August 5, 2016 I called into vivint customer service to help with a issue involving the ability to log into my account online. During the course of representative helping me she discovered that the issue was a result of the service never being completely activated at my house by the installing technician. The service ticket from the technician showed that the job was marked complete but he failed to activate the service with the monitoring system. As a result my system was never monitored since May of 2014, almost 2 1/2 years. By all appearances the system was working. I was able to arm and disarm, view cameras, and control my thermostat, but from what the representative told me if the alarm was triggered for any reason the signal would have not gone to the monitoring service for help.
For almost 2 1/2 years I paid $68.99 for a false sense of security. With kids home alone after school it was unnerving knowing that if someone tried to brake in they would not have been able to get help. The representative that helped me said that because the mistake was on vivints side due to the technician error they would give me a down service credit or refund for the time that my alarm was not monitored, but first a technician would have to come out and complete the installation. After the technician was done I was suppose to call back in for the credit. on Wednesday 8/12/2016 a technician came to my house and fixed the problem along with another issue that he found with the original installation.
On Monday 8/15/16 I called back in for the credit I was told about and was told that vivint would only give me a credit for 1 month of service instead of the full time I was down because it was my fault for not performing a monthly check on the system as outlined in the contract. At no time with a salesman and 3 service technicians in my home over the past 3 years was I ever informed that it was my responsibility to do a monthly check of the system. Furthermore I asked around with friends and family who also have vivint they were never maid aware of that policy either. If this is truly the responsibility of the customer and vital to the operation of the system then Vivint should make sure that there technicians teach customers how to do this. Instead I believe this is something written into the contract to help absolve them from liability.
I feel like vivint basically robbed me for 27 months of payments for a system that would not have done anything to protect my family in the event of an emergence. This is not right and vivint is very lucky that nothing happened to by family as a result of there mistake, otherwise this would have made a very good lawsuit. I was ready to stay with vivint if they would have made good on there offer for the downtime credit, but because they turned around and tried to put this on me and only offer 1 month when by all appearances my system looked like it was working fine. I found that insulting, especially since it took the representative a while and calling around to other departments to figure this problem out.
