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.
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Vivint Reviews Summary
Positive Highlights
- No positive aspects were mentioned in the supplied reviews.
Negative Highlights
- Sales representatives may mislead customers about contract terms and cancellation policies.
- Billing disputes and unauthorized charges are reported by multiple customers.
- Customer service is often unresponsive and difficult to reach, with long wait times.
Most commonly discussed topics
The most helpful reviews behind these summaries
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.
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.
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!
We had it for three months so far and noticed charge us two time within one month. One is Vivint pay and another one is Fortiva so combined we pay 75$ which is more than we used to have ADT! If it more money why I have to change it? All Liars and my salesperson never answer phone refusing doing anything! Operator cannot do anything only says will try that's it! Anyone Please Do NOT use VIVINT!
I have had the Vivint system for only a few months. Since the cameras were installed, they have gone offline at least every two months and are nonfunctional until a technician comes out to repair at a cost of $99 per visit. None of the so-called troubleshooting works. There is no alert that a camera is offline from either the app, the panel or the company. No issues with home electrical system or the internet, so why the system fails is a mystery. The company now offers a "protection plan" at $9.99 per month that offers the "benefit" of having a technician come out at no cost. At a cost of $120 per year, to fix their faulty equipment and connection, this seems predatory to me. At this point, I am essentially paying for nothing because I refuse to pay repeatedly for a technician to visit and I'm locked into a contract. I do not recommend this company or its products.
This is the worse company to work with. My sensors go offline all the time, Ingot locked out of the house. The representatives suggestion was to call a locksmith. I asked if I got reimbursed and she said possibly. I had to jump through hoops to get it and they are dragging there feet to give it back. The technician that was scheduled to come out to my house came out early (not during the scheduled time) left a note on my door saying I missed him and call to reschedule. I had to fight to get a closer appointment that wasn't weeks out. I told them give my money back for the equipment and come get it all and they told me no, I had it too long for them to that but they wouldn't send someone out during my scheduled time either so I could stop getting locked out of my house. Use a different company!
If you are looking for a good home security system this is not the one stay clear of these guys they will promise you the world and do nothing for you but if You Like getting ripped off and Given away your hard earned money. Then you should definitely go with these people. They did not do anything for me and my wife. But damage are home drew holes in the wall and never came back to fix them Worst company on the planet.
Their equipment is trash and they lack customer service. Vivint is absolutely the worst camera company that I ever experienced in my life. The company is so unprofessional and so unreliable, they set two camera appointments for me to give them the camera both times they didn't make it and made me lose out on money to sit around and wait for them to come get it and never came. First time they lied and said they rung the doorbell over and over which was again a lie: now this time I'm here waiting waiting and he can't even give me a proper explanation as to why the technicians today did not make it now he's trying to make go through this whole process again. I told him I'm not having it I'm going to put it on the balcony and they come get it from there and whatever's happens happens with it
I had my system installed 9 days ago. My headache began when the sales rep lied and said my install was "free" and that I would have 7 days to try the system out (I was charged over $400 for the install and there is only 3 days to cancel/try out the service). When I called the rep just 3 days later she tried to go around the fact that she lied, and stated "that's just how the company does it. They say it's free because you aren't paying anything upfront but over time", then tried to offer me more equipment in place of her lie. I called into customer service the next day to cancel (explained why) that person offered 2 free months & $15 credit for 12 months. Though the sales rep got back to me later that day advising that the $436 installation fee would be removed that wasn't the last of my issues. I called customer service another time on my actual 3rd day to cancel requesting certain items been removed because they weren't needed. I was told another department would have to call me regarding that and that it may take 3-5 business days. Now I notice the outside camera that's supposed to be facing my driveway is pointing towards the ground, and oh the touchscreen installed has been black for the past 3/4 days. I called again today to cancel and they say I'm outside of the cancel time. They want to make me pay thousands of dollars for equipment that has been giving a problem since the original install day. I told the reps each time in person/over the phone I have the Ring, but was willing to try Vivint. I've also had Xfinity before, and my current or former security system has given me this many issues. They tried to send a tech for free, they want to give me a more free service, for my inconvenience, when I don't want any of that. All I want is for them to come get their equipment and NOT try to force me to keep their security system. After all my headache the rep today that refused to cancel my service had the nerve to ask if I had a friend/family member I wanted to transfer this service to - my reply "if I did I've already complained about my horrible experience they wouldn't want it". Even my total is more than what my paperwork shows. If you don't have Vivint DON'T get it.
I made a horrible decision and left our local alarm company for this company. From day 1 it has been a nightmare, i paid the rep in cash for the system, he signed the sales agreement where it was notated the cash payment.
They charged me anyway saying that was not proof of payment, turned out the guy that sold us on Vivint was a contract employee. He did a door knock and sold us on the idea, bad idea.
I recently had some window sensors that were bad so they came and replaced some, my monthly bill jumped 45 %, i had asked for an invoice to show me cost etc. I finally got one today - 2 years later.
Like pulling teeth, just got off the phone with them and expressed my displeasure with their company.
I would suggest to run away from these folks stick with a local company that really cares about your service and billing. It's funny when i mentioned i'd like to cancel this contract and what is the process, the young lady said "i would cancel it also if i were you"!
Gotta love it
I was referred by a family member and was told by the person who took my order that both myself and the person who referred me would receive a $200 credit. I was given a link to provide to the referrer so that I could obtain a referral number. We did so. I was told to give the number to the installer. The installer said he could not take the number and gave us the
Acct mgmt number," Long story short: I tried several times and was told by all I was transferred to that they cannot accept the referral.
THIS PROMISE IS A RIPOFF! THEY ARE TRYING TO GET THEIR CUSTOMERS TO DO THEIR SALES BY PROMISING BOGUS CREDITS
Lies, lies, lies. I wish I could give this company 0 stars. I'm so glad I did not waste my money on this so called company. I told the sales person and tech that I don't want anymore holes in my wall, they claimed that they won't be any holes. The tech half installed the equipment and lied about coming back. Another tech had came (that knew what he was doing) informed me holes will be placed in the walls. These folks took my stuff off and couldn't even put my old equipment back on,even though they took it off. Then they broke my old doorbell. They did nothing they promised.
I have had nothing but problems with the system and other than the 5 agents that hung up on me the agents are fine little bit if language barrier I wanted my money back and removale if the system and they talked me into swapping out what ever I art of the system was malfunctioning and now they refuse to let me return the equipment and remove the product that doesn't give me a warm and safe feeling which I thought a security system was to do make you feel secure
Truthfully everyone that comes on here to complain and cry probably has no patience to get things fixed. I have had Vivint for 18 years and had a hand full of issues but even though sometimes it took longer to figure out they always had a solution. Anyone who reads these and bases a decision off 200/2,000,000 should look up their favorite restaurants and go through all the 1 star reviews. Chances are you'll never wanna eat there again but that doesn't change the fact that you love it for your own reasons. Vivint has protected and saved my families lives more than I can count. Never felt more safe then after getting camera and security with them.
I moved to a new address where service is not available and was assured the contract would be terminated. They have been harassing me for a year about payments and just took money out of my account without authorization. The salesman promise the world but are just college students you will never see again. The people I talk to speak English when they want something and pretend not to understand you when they are tired of talking. Good luck if you buy from them. The contract never ends.
One of the worst companies. Own your equipment. Very Expensive,. Low quality install. 3 plus hours for unarmed security guard to show up - not police. Cannot use equipment without a contract with them. It's stupid. Go with ADT or if you want your own system, buy from Costco. I am extremely frustrated with Vivint and would never recommend to anyone. The worst customer service. 5 phone calls and 7 weeks to cancel service. Do not do business with them.
I contacted Vivint to provide security for my commercial building. The representative assured me that Vivint provided commercial security to large buildings. They charged me the fee to sign on to their service, even before they came to see the site. On the day of the install, the rep looked around and told me we were too big and complex for them. They could not execute the job, having wasted several hours of my morning looking around. I then tried to call to get a refund. Went through several phone numbers, many of which were dead ends. On the last call, I got a rep who was working from home with a very loud baby talking constantly into the phone. I thought I had a wrong number at first. In any case, we managed to make it through the call in spite of the baby's interruptions. Seriously, Vivint, are you are real company with real professionals who know what they are doing? You are a joke!
I have had vivint for less than a week. I was told if I was unhappy they would come get everything unless I wanted to buy the equipment. The first night the back door monitor stopped working. The second day the cameras started taking far to long to connect. The third day the panel stopped working. I called Fri evening which was my 3rd day, they were already closed. I called the weekend and they were closed. Now mon morning I'm told they won't take it back because I'm past my 3 days and I need to live with it. He said we have you on contract it's yours now I suggest you just keep getting it fixed. I can prove I called and he said so it does t matter and that was the manager Javi gutterierez. Is this how you do business? I'll make sure everyone knows every block around me knows not to let your guys in the house. I'll be putting up flyers today with my story. I was on hold so long. The manager and the rep just played a game thinking it was funny telling me bo one was going to tell me anything different. The price is way to high for the equipment but I thought I'd give it a try, it must be better than just grabbing cameras online running them piecing together everything yourself. It's not save thousands and do it yourself. I will be texting everyone I know and posting this everywhere I can. We had a prowler in the neighborhood this weekend banging on everyone's doors,my system was useless for my family. It could've been simple to take it back since I've been calling. Instead Javi told me I'd have to pay 1600 today for this non working equipment then they'd come get it? Really
When my thermostat quit working, they sent me another, it screwed up after couple of months and they won't send a better one that will work. My thermostat doesn't work and they want me to enter another agreement or spend more money to get a thermostat that will actually work and perform better than the one they sent twice. When I buy from a company I expect them to make it right if their equipment doesn't work correctly. They were interested in more money or entering customer into another agreement and not making the customer happy with something that actually works. Highly disappointed!
You will spend $2200 for a system that costs $340 through Simplisafe. I sold my house and wanted to cancel my service. They suggested just transferring the service to the new owners. The problem is, they never contacted the new owner's until almost a month after I put the transfer request in. Then told me I had to write them a notice to cancel (even though I had been requesting a cancellation for over a month at this point) and my account wouldn't be cancelled for another 30 days AFTER they accept my cancellation request. They will drag through every single hoop and I still don't have an ending in sight. Just save yourself time and money and go use someone else!
If you're planning on moving to a new home, just plan on paying $150 to change the address. My tech "installed" my system at my prior house. I say "install" because it's some window sensors with double sided tape and a panel that plugs into a wall outlet. I figured I'd take the panel and window sensors with me and install at my new residence. WELL to change the address, they make you pay $150 to have a tech come out and check your work, essentially it's a money grab and bad business to say the least. I even had a customer service representative(call center in India) hang up on me when I didn't want to pay the $150. I've paid the $150 but will be cancelling my service with Vivint after contract ends and will be switching to another company. I referred many of my clients to Vivint but for an instance like this to happen where they are robbing you of your hard earned money, I cannot respect a company like that and will be talking about my experience for YEARS to come. I will be leaving this review many places so people know what type of company this is. Thank you.
I bought a home and this people refuse to turn of service or contact the old owner to turn off service. Alarm keeps going off and they refuse to turn off service EVENTHOUGH they have proof that I am the new owner. I feel bad that the old owners are probably still paying because they also REFUSE to contact the old owners to cancel service.
Vivint equipment is junk. The door sensors started falling out of the door almost immediately after they were installed, then a couple of them just stopped working altogether. Vivint sent new sensors but unlike they claim, you cannot get the system to recognize new equipment on your own. You will have to call tech support and spend an hour on the phone with them to have them force the system to accept the new equipment and they always act like it is such a shock that it didn't install correctly for you without their help. We still have a door offline because I haven't felt like spending an hour on the phone with tech support. The cameras go offline frequently for no reason and all of the trouble shooting "solutions" do nothing, you just have to wait for the cameras to decide to come back online. The door sensors frequently say the door is open when it is closed. The smart lock frequently says it is unlocked when it is locked, it also goes through phases where you exit and push the lock button and it locks but it thinks it didn't so it says it's unlocked, I have had times where I stood there for 5 minutes trying to get the stupid thing to acknowledge that it was locked and finally had to go back in lock it manually and go out a different door for peace of mind because it still said it was unlocked. Our smart drive quit working 6 months ago and none of the trouble shooting "solutions" worked for that either so again you have to spend hours on the phone with tech support on a different continent with spotty connection sometimes for them to maybe fix the issue. They will not take the equipment back and you get locked into a monitoring service that you can't get out of either. Do not get taken by these people like we did. They are terrible, if you just love to throw money away, I would suggest burning $4000 over giving it to Vivint.
