vivint. Won't turn off alarm tripped by faulty equipment provo, Utah
The alarm was tripped when an unknown factor caused a Medical Alert message to be sent to Vivint. However, no one in the household set off the alarm. We were all present at the same time, which is unusal with our busy schedules. The operator's voice came repeatedly over the intercom and asked if there was a medical situation and my son and I told him, No. He said he would have to key in the code or give a password to have the alarm reset or cancelled. We did not remember what they were so he suggested we call customer service. I called and was told without the password or code, the alarm could not be disarmed right then but they would be happy to send us a letter with the password but it would take 5 to 10 days. I asked for someone else and after a long length of time was told the letter would most likely reach me in 3 to 5 days. In the mean time, the alarm was still blaring, until I could not take it anymore and I removed the device from the wall bracket and tossed it in the garage. It was still blaring but but then it stopped. This ordeal took about 30 minutes. Today someone called and told me the alarm would have gone off by itself in 15 minutes but it was tripped more then once and that is why it was taking so long to be silent. Now I have to wait for them to come and reinstall it. Everyone I spoke with was professional and courteous but not authorized to have the device shut off, not authorized to return my fee which coincidentally was paid by my bank the same day and not authorized to remove the equipment and close the account. The next day upon speaking to the fourth person who was higher up, for the second time, I was told that the alarm would have gone off by itself in 15 minutes unless it was retripped; if they had dispatched the police as I asked them to on the first or second call to customer service, they would have shut off the alarm and this person was authorized to reimburse the monthly fee. He also said as he had called me back at my home number that he did not need my password or code to give me my the password. I already discovered what the password was after speaking to the third higher up. But, by that time, I had silenced the alarm and wanted them to remove the equipment. However, they still do not have anything to offer for this debacle expect their apologies. They need to change their policy with regards to cancelling an alarm that was tripped in error without the password or code. If I had been able to speak with the fourth person the first time on the first day, I would have not had to remove the device by myself, my family and I would not have been subjected to this ordeal and the alarm could have been shut off after they were told the first time, there was no medical alert necessary.