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October 2023 by DJ1525
Quite simply, you can not trust Telus, or Vivint, to keep your home safe. Since Telus took over for Canada, things have gotten worse. My sensors for my windows have started acting and I’m getting alarms going off saying my window is being tampered with (it’s not), and that the sensor covers are loose (it’s not). Alarm goes off at 4:00am and what happens? Monitoring is still done out of the USA and the monitoring team is using an old contact list from prior to my divorce 7 years ago and starts calling people I don’t associate with anymore. I called Telus and they have the correct call list, same as the contacts in my account, but the monitoring team does not have it. The monitoring team I called separately didn’t even know they work for Telus in Canada! (Seriously, true story). After dealing with all of the issues I am cancelling my service because Telus will only fix my equipment if I sign a 2 year contract, and honestly I can’t trust them anymore due to the contact list issues. Personally, I would stay away from any alarm company that outsources it’s monitoring to the USA or any other country
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August 2023 by Tal Far
Vivant must understand that they are obligated to be honest, even if we sign their contracts. Revoking access to my purchased equipment should unlawful action. I purchased their Alarm Monitoring Services and paid $1000’s for their equipment (sensors, camera, light, locks, and much more). When I cancelled their monitoring services, they block my access to the phone APP that controls all my purchased equipment. I still have access from my panel, however, that is not how they sold me on their home automation. Alarm companies provide a service of Alarm monitoring ONLY and will sell you additional convenience products for home automation. I assumed similar to what I would purchase at Costco. Their core service is Alarm Monitoring only. By choosing to block my access to my purchased products, this action destroys their value.This needs to be recognized as not legal and brought to court. They need to be stopped.I do not recommend them.
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July 2023 by Lincoln Miller, ILC Inc.
Don't take the salesperson's word for anything. In talking with the salesperson, they indicated one duration for the agreement, but when we looked closer before signing it was two years longer. Not the first time I have heard this about their sale people so be very careful when dealing with them. Also, if they agree to anything verbally, or say there will be no charge for something, insure it's in writing and signed off by the salesperson. heard many get ripped off this way.Wireless components, such as motion, constantly need battery replacement.
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June 2023 by Jeffery Wilson
Stay clear worst customer service ever! They make impossible to terminate the contract and keep billing.. then lie and say they have no record. Sadly I’m a Telus customer and they have made Vivint worse!
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June 2023 by Never Lost
Don't take the salesperson's word for anything. In talking with the salesperson, they indicated one duration for the agreement, but when we looked closer before signing it was two years longer. Not the first time I have heard this about their sale people so be very careful when dealing with them. Also, if they agree to anything verbally, or say there will be no charge for something, insure it's in writing and signed off by the salesperson. heard many get ripped off this way.Wireless components, such as motion, constantly need battery replacement.
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May 2023 by Evan Dann
The worst company I have ever dealt with. Scammers and thieves. Their cancellation policy is deceptive, fraudulent and criminal. Cancelled over a year ago and they continued to take money out of my account. When I stopped payment, they fraudulently changed the name on the withdrawal and took 2 more months payments out of the account. The whole time this was going on, I called them multiple times and confirmed cancellation with their reps, who promised to return the $600+ they stole from me. 10 months after I cancelled the contract, after the 5 year expiry, they advised that I had not cancelled properly because I did not attach my cancellation notice as a separate document. I originally confirmed that my cancellation notice was properly given with multiple Vivint reps. Now they have sent my alleged debt to a credit agency and screwed my credit score, when they owe me $600+. WORST, MOST CRIMINAL COMPANY EVER!!!! BEWARE!!!!
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April 2023 by Wendy Chenier
In a 5 year contract paying $63 a month for nothing. None of security works. The door lock system doesn’t work. It died with wet winter. I’ve called and nobody helps. I spent 6 hours for troubleshooting. Do not recommend
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April 2023 by Colleen Lindsay
Frustrating to deal with. First call they were going to send a technician to fix my doorbell, then I am advised a doorbell was sent. I called back to find out that I would have to install it myself after I was very clear in the initial call I could not install it. They scheduled a technician to come to install the new doorbell. Spoke to a loyalty person, and they said at no cost if I signed up for 24 months and no increase to existing monthly charge. Then, a day later, I get an email advising me of a charge that will be applied on my credit card. Called back again......so frustrating. I told them I would pay the charge, but refuse to accept a 2 year term...and that I will remain on month to month. They waived the charge. Should it be this difficult to get a simple doorbell fixed? I need to send back the new doorbell they sent to me as it is the wrong one........still do not have an address to return it to. I suppose that will be my 4th call to these guys.
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April 2023 by Sean
The most unethical company I have ever dealt with. They lied about equipment I had connected in order to try and charge a service fee. The communication on the app and has been interment the intire time I have had their service. The system will disarm itself when I away from home so you have to constantly check in via the app while away to ensure your home is secure. The wait times on the phone are ridiculous and they don't resolve issues. This company is a bunch of unethical thieves. If any individual tried to pull the b.s. they constantly pull, they would be behind bars for a long time.
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February 2023 by Christina Gompf-Alksne
I had residential services with them for 5 years.They have friendly sales people, Free install & equipment but service calls cost extra. if you want to cancel your services after your contract is done, be prepared to send an email in writing for this.Just a warning to potential customers, do your research first before signing up, lower costs doesn’t mean better- you get what you pay for, I wish I had done my research first.
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February 2023 by Erika Dubitz
I hate to leave such a poor review, but Vivint has been the absolute worst to deal with. Not only did the install a few years ago go poorly, but their cancellation process and customer service is less than par. I needed to cancel my services and when I called, I was on the phone for quite some time to be told I need to email a cancellation request. Then after sending an email and paying to cancel everything, I'm told it can take up to a month to cancel my services?? I tried to chat to someone today and was told they can only see that my status is still active.. I wish I had my time back and went with a different security system. Not to mention, the app only works about 75% of the time. Not reliable either.
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December 2022 by Chelsie Tinordi
This company is the worst to deal with. Services never worked, cameras need to be reset daily to only work for a couple of hours. Had our panel stuck in an update over night, could not get out of the house. Cancelled our service with them October 17th they denied our cancellation request on the 17th because it was the day our payments come out. I resent them the same email as it was filled out correctly on October 18th they accepted it, but allowing them to bill me for another month. Got an email stating our account was to be cancelled in 30 days. We signed with Telus as they no own Vivint Canada. Asked them what I owed, was told all cancelation fees would be covered from Vivint as I resigned with Telus. Here we are 2 month later my Vivint account is still active the credit department calls me daily. I have wasted hours on the phone with them. 6 times I have been told our account will be cancelled and it still is not. I have been nice, and now I am not so nice about it. My last phone call number 7 I was told that it would be taken care of still waiting for a reply. I did tell my account to stop payment trying to be taken by Vivint.
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December 2022 by Bruce Webber
Have had this garbage for a better part of 5 years. Constantly going down, forever losing camera feed. Terrible customer service. Always needing to upgrade. Tech comes in to do an upgrade on the panel and proceeds on showing me live footage of another customers hom.....of her kitchen.
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November 2022 by Jan Tuffnail
We waited 5 days for tech support to come to our home when our thermostat, which is part of the smart home security, stopped our furnace from turning on. We are in Alberta and it was cold in our home. We made 4 calls, and were told the first available appointment was today but they would escalate it, which only meant, someone may or may not come between 0800-1200 Sunday, Monday or Tuesday. No matter how much we expressed the concern it was winter and no heat in our home, nothing happened. Not deemed an emergency. Not impressed. We have removed their thermostat and put one of our own on. However, we still had to have a furnace repair person come to reset our furnace at our cost. And where was Telus throughout this? Informed a Telus tech cannot touch any Vivnt equipment and could not help us.Front line people that we talked with or had any interactions with did their jobs and cannot be faulted for Vivnt and Telus’ failings.Also, this happened to us in October as well and they replaced the thermostat that now doesn’t function.
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October 2022 by Ryan Potter
This is the worst company to deal with. I have canceled my contract and followed all there cancelation scams. My account was closed then after a couple month I started seeing new charges so I called the customer service and they claimed my account had not been canceled yet and that I still had to pay for my equipment I had plus monitoring. Funny that they charged me for monitoring when all the equipment was removed from my house and not 1 phone call to see what was happening. My account was canceled and I did pay everything out in full and they have the proof because the record all the conversations and have listened to the person I spoke with when I paid the final bill and I was told it was canceled. I have been trying to get my refund back for over 5 months but every week when I call I get a different reason as to why I still haven’t got my refund back. I was told that they would send my money back to the same account they had been taking the payments from. I have called over 10 times in the last 5 months and still don’t have my money back. It over $300 bucks that I’m owed and I still don’t have it. Was told today they are sending a refund in the mail. Probably another lie.
