Complaint Review: Vivint - Provo Utah

**BUYER BEWARE**

I've been a customer of Vivint's since 2014 - and it was the WORST mistake I've ever made! Almost immediately and just about since day ONE I've have had nothing but issues. Whether it'd be faulty equipment, false alarms (resulting in Bridgeport Connecticut's PD and/or FD to my home), premature failures in equipment, etc. I've made every attempt to try and cancel but shortly after joining in this farce of a company... they've managed to keep me as a paying customer. It got so bad that in the beginning they off ered be lifetime "free" service calls., (which is not inclusive as the norm).

After the other night though I've had enough, and reached out to my local news "Troubleshooters" for their help. Approximately 11/18 I received a 'cold call' from a rep at Vivint asking how service was working for me; etc. and though I expressed (may times prior) my previous complaints; and displeasure this rep; was successful in 'up selling' additional equipment to me... and advised though a supposed recorded call - my monthly additional charges, and that there would be no upfront costs.

To my shock a week later - I happened to look at my bank account and seen a withdrawal for $-183.43. . I immediately signed into the website and to my shock I was billed for the equipment! I contacted Vivint and was blind-transferred 3x after this; I spoke with a rep and I advised not only was I unhappy with the transferring unnecessarily but - that I wanted assistance from this rep and if no one else, a supervisor.

After a 3+ minute hold, the phone began ringing and another CSR (Customer Service Rep) answered the call. I immediately handed my mother the phone as I was in no further mood to talk. My mother (Co-Owner of Home/Contract of service) briefly explained the reason for the call... yet the rep said we were to be billed for this equipment. Though speakerphone, I heard the conversation and got on the phone to speak with Juan (I have ID#) and he repeated we were due to be properly billed for the equipment and asked whom I spoke with when initially offered this equipment.

I politely said I did not have the name(s) - as there were multiple people I spoke with during the up sell call and asked for a supervisor or someone who can help me with this issue and to CANCEL the remainder of this contract/service but... he stated he could not directly get a supervisor but would again need to transfer me to another department as "he had other calls to take" - beyond my anger I stated to go ahead to transfer me, and then I was disconnected!

I've worked in the Customer Service and Sales Industry for 20+ years and I've never experienced anything like this. If I treated my customers/clients that I've worked with - as I've been for treated 3+ years I would have long since lost my employment., for insubordination, at the very least - as I know for a fact you cannot treat a customer new/existing like this without word spreading and eventual loss of the customer, and potentially the company!

There are so many negative reviews of this company online besides here, but the old saying applies "if I only knew then... what I know now" applies for sure! My own Great-Aunt who is a neighbor told me shortly after I joined with Vivint stating "Jeez, I wish I knew, I would have told you to stay away" as she too, had issues and received false/empty promises.

Stay FAR FAR away!!!!!