07/14/2017
Anonymous
In April 2017 a severe thunderstorm came through a large area that included damage to so many homes that the homeowners property insurance company declared the area a "Catastrophe" As a VIVINT customer, I notified the company that my home required a new roof and I could not schedule that work until they could send someone out to remove my system. They informed me that I would first have to pay $500 before I could be scheduled for the panel removal and that the only way I could pay it was via a link they would send me by email. It took almost 3 weeks for me to get the email and I made the payment immediately on June 21, 2017. However I was told that VIVINT had up to 30 days to carry out the request for panel removal. I called again for an update on July 14, 2017 only to be told that I would have to wait until July 25, 2017 JUST TO BE PUT ON THE SCHEDULE! As it stands now, I may not be able to get my roof replaced until sometime around the Aug/Sep timeframe! In the meantime every storm that comes through adds additional damage, as well as puts water in my master bedroom! I asked if I could call the contractor that VIVINT uses for this work and was told by the CSM that they are not allowed to give out that information; customers can only call VIVINT regarding this issue. That is poor customer service by any definition. I was also told that I could make my own arrangements for panel removal/replacement, but VIVINT would not be responsible for any issues, leaks, or other damages that could result. I was also told that they would not be responsible for the additional damage caused by nature even though I cannot fix my roof because they don't have the resources to do what needs to be done. That is unacceptable! VIVINT holds all of the cards in this situation! My homeowners insurance has already issued money and approved the replacement, but they are not going to keep allowing me to update the claim because of damage that results from another company's ineptitude! I am not the least bit happy about this situation and have officially started looking at options to hold them accountable. They have been a pretty good company up to this point, but I would not recommend them to anyone knowing that this is the kind of nightmare you could expect when dealing with a situation like this! Had I known this could happen, I would have never sighed on with them. This madness is not worth saving a few dollars on a power bill!