Vivint

I was with vivint since 2020. They caught me outside my home on their door to door sales calls, but I was in the market for a system and heard them out ended up purchasing and things were fine for awhile. Eventually the cameras started glitching or losing connectivity constantly, then the DVR completely failed, and after I had paid off the equipment and the monthly monitoring services I still paid 60 dollars a month for also completely stopped working. So I called to cancel because I was paying for a non-working service and I was charged an additional two months. I call them again and say hey this was canceled they informed me that I couldn't cancel without paying 123 dollars for the monitoring services they acknowledge they were not providing. That phone call took just over 45 minutes to get to that point where they would even stop trying to sell me on it even after I told them multiple times I had already purchased an entirely different system already.

DO NOT do business with Vivint. I possess an audio recording—captured by Vivint themselves, as they record all customer calls—in which a staff member explicitly acknowledges that the salesperson informed me I could cancel service at any time after paying off the equipment.

When I later attempted to cancel—because I only wanted to retain the equipment and never intended to continue the service—I was informed that I had been placed into a five-year contract. This was never disclosed to me and is something I would never have agreed to, particularly given that ongoing service was not my objective.

A customer relations representative, Neil, initially attempted to resolve the issue but stated that his manager refused, insisting the company "follow the contract," despite the fact that the contract was obtained through clear misrepresentation.

This experience reflects deceptive sales practices and a troubling disregard for informed consent. I strongly caution others to stay away from this company.

On August 21,2025, Vivint's Loyalty Department (Ref CA-*******, Service S-*******) emailed me confirming six (6) months of complimentary service and stating that my past-due balance of $114.73 would be fully covered—"no payment is required for this balance." Despite this written agreement, Vivint repeatedly called and harassed me for payment and on September 26,2025 withdrew $112.69 from my account without authorization. These calls continued even after I shared the confirmation email, causing significant stress and inconvenience to my family. I have clear documentation of the promise of free service and the unauthorized charge, yet Vivint has not provided a satisfactory explanation or immediate correction. Consumers deserve better. My experience shows a company willing to ignore its own written commitments and engage in aggressive billing tactics. I strongly advise anyone considering Vivint to proceed with extreme caution.

If I could give zero stars, I would. The customer service is the WORST. I was a longtime customer (10+ years) and hadn't needed any repairs in several years. But over time some of the sensors failed and when I called to trouble shoot and/or get new ones, the nightmare began. Charges for everything so for four failed sensors, it was going to cost a few hundred to replace. Never mind that I had been overpaying for an outdated system for years (not my biggest knock against them since Vivint certainly isn't alone in leaving existing customers paying more while they give tons of deals to attract new customers). Calls would take so long that I'd have to get off (most of us don't have two free hours to trouble shoot) and then when I would call back, I'd have to start all over again. Why bother to enter call notes if they don't get used. Most of the customer service reps were difficult to understand, lots of attempts to upsell me rather than just addressing my issues, and with no authority to make decisions -- the number of times I was put on long holds while they tried to get approval from higher ups was mind boggling. Seven hours between calls and chats over the span of three days. One person was supposed to call me back at an agreed upon time because after nearly two hours, she still hadn't gotten permission to waive fees and equipment costs and then called me several hours after the set time when I wasn't free to pick up the call. Gave them multiple opportunities to try to make things right before finally deciding I was so DONE, and then it took an hour on the phone to cancel. Never again!

A lot of people are quite happy with Vivent and it gets high marks from tech reviewers, but I want to warn you to be careful, especially if dealing with their door-to-door reps. I made the mistake of falling for the pitch from a Vivint salesman a few years ago. We had been considering getting a doorbell camera, and we were interested. But the very first thing I asked was, "Is there a contract?" I later asked that question two more times to confirm, also asking if I would be able to cancel at any time. Each time, he dismissively assured us that there were no contracts and I could cancel. We mentioned that we were renters, and again, he said no worries, no permission needed. (Discovered later on the website that permission is needed. Our landlord was POd.) So, we signed up. Within a year, it stopped working. It has been dead for years. But collections? Oh, they are working hard. Canceling and
Asking that equipment be returned is useless because... drum roll... there is a contract. They call it a "financial-services agreement." Duh. That's a contract. So now a debt collector wants $700+ and Vivient wants $800+ for a dead system. BE WARNED.
BE AWARE.
BE VERY CAREFUL!

They gouge the price after the grace period. Although I had many emails with the sales rep I am now told they are ignored. I looked a system ratings and this company had high ratings. Should have checked ALL reviews and complaints. DO NOT USE THIS COMPANY

This system is expensive and it doesn't work well. When I'm out of country I can't access. It's not worthy at all. Do not buy it.

Well where do I begin? Since we have had this service we have had to reboot our cameras every 2 days because they are always going offline. Sometime the notifications don't alarm as programmed. Then our doorbell camera broke 1/18/25. Called company because it needs service. This company wants me to go a play with my breaker box and then play with the doorbell camera before sending a professional. Make it make sense. What is the point of paying for a service. Then have nerve to tell you because you are not on a certain plan you have to pay for the technician to come out. Well i didn't know we was on the WALMART SELF CHECKOUT PKAN. Well next time they show up the the hospital maybe they need to see up their wounds before they get there so the problem doesn't get worse. Because the customer service people told me that is the point of me doing the technician job before they get to me. What is wrong with this company?

After numerous phone calls and 10 transfers i was unable to cancel my services and resorted to filing a complaint on BBB. Horrible customer service when trying to cancel their services and i don't have a contract with them.

They are expensive. They lock you to an impossible to break contract. You have to buy the equipment and that equipment only works with Vivint. If things don't work, you have to pay $99 for tech support to visit and fix (ok if they were cheap but for the price they pay…)

Had issues with my garage hub. $99 to fix. Lasted one day. Call tech again $99 to fix. Lasted a day. Called tech support - $99 to fix. Lasted a day. Call tech support, $99 to fix lasted one day. Tried to break contract - have to pay $3000 for equipment that I can't use with any other software but Vivint - Need monthly subscription. Bad deal. Bad business practices. Bad service. But cool looking equipment.

They come to my door to offer me a security cameras, and from the first day was having issues with door bell and patio cameras,they send 2 technician's first one say that the one who install the first time the bell did broke a screw of the bell since that the things were getting worse.I had to cancel this service also the customer service is a joke you are not allow to spoke with supervisor,because they say it, you going to hear the same answer for you questions,my experience with this Vivint company is the worse ever y would not recommend to no body.

I am giving them a 1* because I am so frustrated with the customer service, the customer handling and the fact that something so important as a smoke detector protection not being shipped overnight to me is ridiculous. Okay, you all ship through DHL...who the hell uses them anymore anyway! We received a new smoke detector in our home not even a year ago and recently it was going off due to false alarms. All through the day, the night, such a frustrating time. My husband called them only to be told to change the batteries. What! We already did that anyway but really, change the batteries? Shaking our heads! We did that, it did not resolve the issue, the next night while I was out of town and he was at work, my daughter home by herself, it goes off again, she is terrified. Calls me and now I'm worried thinking the worst only to be don't it was a false alarm. They dispatcher says to bypass the freezer panel...it may be too cold in the house. What! That's the total opposite of a fire alarm but okay, we did that. Now it has been 13 days without a smoke detector and anything could happen. I called this morning, 8/12/24 and the representative gives me the tracking number again and still "enroute" since 7/30/24. I asked to speak to a Supervisor and was told there is no Supervisor there right now and that was it... no further explanation or anything. I asked when will a Supervisor be in and was then told that she doesn't know. She offered to get my number and call me back "if" a supervisor is located today.WTH! I wish I could tell my neighbors not to use them because I had to give a young guy a bottle of water in my neighborhood on Saturday that was sweating and said he had to be there until 9pm because he had a quota. They charge an arm and a let for this equipment only for it to be outdated in a couple of years and when it does not work, you have to be out of service until it "finally" gets here! This is ridiculous to me and there's no one to talk to to fix it. My equipment should have been over nighted to me, no excuse! DO NOT BUY INTO VIVINT...I DON'T CARE WHAT THEY ARE SELLING YOU. YOU WILL REGRET IT!

System worked fine until we had a storm and lost power. Then all of a sudden we could not hear the doorbell on our phones, the tech said that that feature was no longer available, now they send you a notification minutes later (little good that does). And it no longer works with our inside doorbell upstairs, they said their system does not work with in-house doorbells, yet it did until the storm. Bit, suprise suprise they have a solution they will sell you. So I have a doorbell that is audible to the person who rings it, to me if I am standing by the door or base station. It is virtually useless. Don't make the mistake I did. Stay with ring, now I know why part of their install was sending the ring doorbell back for a $50 Visa card. Actually it is to handcuff you.

I encountered a sales manager to be dishonest. 1. Stating the you have 30 days to cancel ( not true). While dealing with sales people you will more than likely receive documentation on your phone and unable to read. 2. If you have a current system in which you owe money they will tell you that they will buy out. If you do not have this in writing the sales people will deny that they told you this and now you will be stuck with a new equipment bill and Service from Vivint and your current serices.

These people will ROB YOU! Do not do business with them! For three years I have been getting billed by vivint. When I called it was always in India and they said I didn't have an account. After years (I'm military and wasnt always around to deal with it) of this I finally got ahold of someone in America and they said since I just canceled my account I couldn't get a refund. $2300 these people have stolen. Go with someone that doesn't out source it's customer service to India. How can I cancel an account you tell me I don't have? Fn thieves!

On 4/26/2024, Tre Fowler, came to my home selling Vivint. I informed Tre I was not interested as I have no issues with my current ADT system. Tre told me I could compare both systems next to one another to give their system a fair comparison during a trial period. I accepted the trial period and told Tre I wanted all features that I have with ADT to adequately compare systems. From day one, Vivint had given me issues starting with their technicians Blaise Beard and Mike Gautier. They removed much of my ADT equipment, damaged some of that equipment, and caused damages to several of the walls in my home. I contacted Vivint on 4/26,4/27,4/28,4/29,5/1,5/3,5/9 and 5/15 complaining of my issues. On 4/29 and 5/1, I called to cancel my account during my trial period, and Emerson Bersalote told me they would extend my trial period since all equipment had not been installed by day 3 of my trial. When it was determined by their service technician Correy on 5/9 that Vivint's equipment was not compatible with the electrical design of home, I called to cancel this day and supervisor Ingvar tells me he will Cashapp me the money to pay for whatever repairs I needed to keep me with Vivint. Ingvar assures me he will get in contact with Correy to better understand what was not compatible. Of course, I never hear from Ingvar again. On 5/15 I call to cancel for good and supervisor Duncan tells me that I now must pay for the equipment because I am past the 3-day trial period. Vivint lied and used deceptive sale tactics to keep me past the trial period. Tre Fowler and other Vivint employees made several promises just to keep with their company and they never accommodated my needs. Not only did I not use the $1000 Buy-out money, but all accessible equipment has also been removed and uninstalled. However, their claims department tried to resolve my damaged equipment caused by Blaise Beard but I no longer wanted to accept their lies, so I paid for the damages they caused to my home. Vivint Home Security is a deceitful, misleading, and deceptive company. All consumers need to be aware of the deceptive tactics Vivint uses so they do not fall victim to their lies and deceit.

I am writing to express my frustration regarding the ongoing issues with my glass break sensor and the replacement process, as well as the entire customer-facing Vivint support system. This is just the most recent fiasco among many I've experienced since becoming a client back in 2021. It seems that every time there is a seemingly minor issue, it turns into a giant ongoing ordeal that seems impossible for them to resolve in an efficient, timely, and satisfactory manner.

Two months ago, I attempted to change the battery on a glass break sensor. Despite following the instructional video, the sensor cover tab broke off, preventing the cover from snapping back into place and causing the alarm to not fully arm correctly.

Initially, I was informed that a replacement sensor cover was shipped, but it never arrived. After contacting Vivint again one month ago, I was assured that a second replacement would be sent promptly.

Today, when I called customer service, I spent twenty minutes on the phone with them unable to email me the tracking number. Eventually, I demanded they provide it verbally. To my surprise, the tracking number showed it was delivered weeks ago to an address I have not lived at for two years.

Each time I contact Vivint, I take the time to verify my current address. It baffles me how shipments have been repeatedly sent to my old address.

This situation is unacceptable. The malfunction of the entire alarm system due to a broken plastic tab on a sensor cover is ridiculous, especially considering the high cost of the equipment and service. Moreover, customer service has proven ineffective, and their tracking emails lack actual tracking numbers, which would have alerted me to the incorrect shipping address earlier.

This ongoing issue has consumed a significant amount of my time and caused considerable frustration. Despite being a loyal customer for years, this experience, coupled with several similar incidents in the past, has severely damaged my trust in Vivint.

Piece of $#*! company! I paid off my equipment in the first month, which was a lot of money, like 5,000. Now, they are double-changing banks (monthly) and making me prove that I paid. I would not use this company now.

If you purchase equipment using the line of credit offered (Citizen's Bank/Merchant Finance), please know that this loan will not be forgiven in the event of your death. This loan will either be passed to your loved ones, or taken from your estate account prior to the end of probate. It has taken 4 weeks for my siblings and I to receive a final answer. In which during this time period, I was provided with confusing/false information and given the run around. The solution I was given was 'to sell your loved one's home at a higher price to compensate for the cost of the loan- Merchant's Finance.' - Be aware of what could happen. My mother passed away unexpectedly, and now my siblings and I are on the hook for the remainder of the loan balance.