Complaint Verified REVIEW:
EDitors UPDATE: Positive rating and recognition has been given to Vivint for its commitment to excellence in customer service.
Consumer complaints discussions with the company have uncovered an ongoing commitment to total customer satisfaction. You can expect to have any questions or concerns that you have with them to be answered and resolved in a timely manner, if any. They have shown us their customer service process, and it reflects a desire to serve customers, as well as fix problems.
The company's management specifically told us about how their job is to simplify lives and help people to live intelligently. The management really wants every person who buys a system to feel valued. The concern for each customer's experience starts at the top, and is reflected in the action of every employee they hire.
Complaint Verified. Part of complaint Corporate Advocacy Business Remediation & Customer Satisfaction Program. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..
The information provided in this report is based on comments made by Ian Bell and Tim Izatt during an on-site inspection held by a third party verification company and with complaint with no biases toward Vivint.
Vivint is a full service residential home security company covering the US and Canada. Their sales process will start in a few different ways depending on where the initial lead comes from. When it comes to inside sales, the process starts when the company searches a region that might be interested in their services. The company sends their sales representatives to those regions to knock on doors to discover prospective clients. The company then has local technicians service the client if they are interested in doing business with them. Vivint also offers their clients customer support during this process and can even have a representative meet with them in person to answer questions and make sure that their clients are receiving the full benefit of their services.
Follow up is something that Vivint focuses on to ensure their clients are receiving proper customer service. When concerns arise depending on the level of severity, the company states that they standardly respond within 24 - 48 hours. Some issues do arise that take longer to settle and the company works to solve them within 72 hours. Vivints process for monitoring issues that arise on social media sites it to settle the concern within 20 minutes of it being posted.
The company also works to monitor their sales and customer support calls to see how they can be improved. They use these calls as examples for employees in training. Currently, Vivint is working to make changes to their contracts to make things easier for their customers as they have found that many of their complaints stem from feeling misled or customers paid fees they did not feel they authorized.
Vivint has found that the number one reason complaints do arise is because of the way the sales process is conducted. A sales representative knocks on the prospective clients door. The representatives are clean-cut, upright young men with hats, who are salesmen, and discuss why someone may need this product. Ian Bell from Vivint states that, We train our employees not to lie; we dont want to lie to the customers. Also, on top of the training we also have our phone calls to the customers to remedy concerns. However, there is pressure with a door to door to sales. Some people dont like the fact that someone knocked on their door, which I understand. People will be eating dinner and then someone will knock on the door, it can be annoying. We are aware that it isnt always comfortable. There always are complaints when you do door to door sales.
Statements from the owner.
"We are committed to making homes safe for families. With advanced early detection systems, many home fires are preventable and can be stopped in the beginning stages, saving lives. We have a plan for every family and every budget, and whether you choose our most basic or expanded services, you can be sure of our top quality technology and expert customer support.
This sales process continues because of the amount of people the company has discovered who respond positively. The fact that it is working the company feels they should keep the same processes. Vivint feels they minimize the number of misunderstandings that people have through their contracts. The company provides the phone calls to discuss contract length, price, renewal terms, cancellation window, and the warranty to provide clarification of terms. The client goes through an automated process to make sure that they know all that they are agreeing to and the people say, Yes to all the terms. If the client says No or that they werent aware of something, then they are brought back to the phone salesman who helps to clear up the terms. When it comes to clarity, the company feels they rarely have issues where a person doesnt know what they are agreeing to. They state that they go over all the contract terms with them and give a hard copy of the contract to them.
The company feels that the contract terms for the auto renewal after a year causes many complaints. If the client does not do their cancellation after the 30 days prior their instillation it can auto renew, which is in the contract. The company is in the process of modifying terms so that the transition is better. The contract has been their biggest detractor from their National Promoter Scores (NPS), but they have found that their other scores we are astronomically high.in that situation with the terms in dealing with clients, the company states they will do everything they can to help them but they are still working to remedy the problem, as they are committed to total customer satisfaction always making improvements to their products and services.
THE COMPANY MAY COMPENSATE AND GIVE DISCOUNT. Sometimes customers call with various complaints and the company states that they do their best we can to resolve them. The company has found they are able to fix 92.13% of problems over the phone. If they cant solve the issue over the phone, they send a technician to fix the problem. Depending on where they are in the lifecycle of their services the company may compensate them or give them a discount. If the issue is in the first 90 days then all the services are free. One example is that whenever Vivint receive a complaint from NPS they call the customer. Then, they work to try to resolve the complaints that the customer may have with the company and the company feels that sets them apart from others in their industry.
The company states that the biggest changes are going to come internally because of feedback they get from the customers in general. They state that whenever they hear of any problem they follow up and do what they can to help the customer. Then, they assess over time the different problems that have been raised and then implement measures to help them not to arise again. Complaint has been helpful in helping them to know some of the problems because they feel it is hard to know how to help that person, but they do their best to find ways to help every customer who may have a complaint.
GOING BEYOND THE CALL OF GOOD CUSTOMER SERVICE. An extreme example of their customer service is when there was a lady who had an alarm system in her home. She was signed up for a 60-month contract. When she was half way through her contract, she killed herself and her son. A family member was still getting the bills and called in two months later asking about them. When the company found out their situation they cancelled her account, which they feel was the right thing to do. Tim Izatt from Vivianr stated, We went above and beyond to help them. We sent flowers to the funeral and we compensated them financially.
Another example of their customer service would be with a client who was really struggling financially. She had gone to relatives and church not feeling comfortable to ask for money and didnt know what to do. The company paid for one month of her payments so that she could have light in her house for her kids. Furthermore, Mr. Izatt stated, That isnt always the case. We do what we can to stick to the contract and make sure that people understand the terms. They have an automated system that helps people to understand the contract. We try not to be jerks and help people wherever we can.
A common thing that the company has happen is when clients are outside of the 90 day free window. They call and say that there is a problem for something that normally happens within the first 90 days. If that happens, they let their reps make a decision about what to do. The company states that they would rather have their reps over take care of people and come back and get slapped on their hands then to not take care of the customer. Furthermore, the company has had a lot of auditing to make sure people arent abusing the system.
Tim Izatt states, That is why I like to work here. We take care of people outside of self. I know you havent been here but if you had you would find that we like to take care of others and protect people. It is called servant leadership. To say you are a servant leader is to take away from it. But, we try to serve others more than self. That is why I work here. I came from eBay and really enjoy working here.
Vivint feels that they are taking steps to doing whatever it takes to make the client happy by taking every reasonable means to fix problems. Sometimes they come across an unreasonable person and cannot accommodate them. However, Ian Bell states, We want to fix whatever problem there is, especially if it is our fault. Whether it is credit, cancellation, or things like that. We encourage our employees to be compassionate and aware. We tell them that we want to be personable. I interact with people who are online. One thing I always tell them is that we want to be real. We want to sound like a real person. We dont want to be robots. That is our number one thing, to be real and compassionate.
The company has used complaint as a tool to solve customer service related problems. They are willing to make appropriate changes as they go, including expanding their customer service department. The company states they do go on usacomplaints.com and review complaints because they feel the customers voice can improve their day to day practices. Many customers dont bother contacting the company and just make complaints, a common problem says, ED Magedson Founder of complaint.
Stated improvements from the company.
We have simplified our customer service process to decrease the amount of time that a customer has to wait before speaking with a representative. Our customer service will look at your contract, listen to recorded phone calls, and make sure to get to the bottom of your issue to resolve things THE RIGHT WAY. At Vivint we want customer's to have a positive experience, and we understand that sometimes customer's fall on hard times. We're willing to work with all of our customers. Their experience and safety are our primary concerns.
Read more about why consumers should feel confident when doing business with a member of complaint's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, its a long name for a program that does a lot for both consumers and businesses alike.
Read about complaint Corporate Advocacy Business Remediation & Customer Satisfaction Program. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. This program works.
As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow complaint to contact every client who filed a complaint so they can make things right with them.in order to confirm that the complaints were resolved, complaint is copied on all responses so we can insure that the member business did right by their customer. Complaint is proud to state, that Vivint not only took care of their customers that contacted complaint back but, they went beyond the call of good customer service with comments. Many customers had already been taken care of. Customers even expressed to complaint they were sorry they even filed a complaint about them.
Check out their Solar testimonials (Vivint solar offering):
Http://youtu. Be/XX-tVOYJ9i8 http://youtu. Be/Br85-AYpTAo http://youtu. Be/XX-tVOYJ9i8
Check out Vivints Security / home automation offering:.
Http://youtu. Be/dBRFRAdhOg8 http://youtu. Be/lWthjOdAsss http://youtu. Be/loc6LCFRJ3Yhttp://youtu. Be/OHu-eLC4ovU
More at http://www.youtube.com/vivinthome
Now to the original report that was filed
VIVINT Alarm system residential Internet
Approved deposit for system to be installed from vivint sept 10th 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 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). 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 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.
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