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.
Important Things to Know:
Our reviews monitored for authenticity
On SmartCustomer, businesses may not offer incentives or pay to remove reviews. Read more about our Review Guidelines and the process we have against fake reviews.
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!
Should be less than ZERO. This system has been installed for 2 weeks but has only worked properly for 4 days. It has been down and not recording for the rest of the time. The customer support that's supposed to help fix it, says they don't know why it's not working. They wanted to upgrade the software. Then found out it was upgraded a week ago. When the system went down the first tim Should be less than ZERO. This system has been installed for 2 weeks but has only worked properly for 4 days. It has been down amd not recording for the rest of the time. The customer support that's supposed to help fix it, says I don't k ow why it's not working. They wanted to upgrade the the software. Then found out it was upgraded a week ago. When the system went down the first time. This company is a rip off and CS is terrible. Had problems from day one and still having problems. E. Install took over 8 hours to complete. Vivnt said it was a 1hr and 45 min estimated install. Never should have taken that long. This company is a rip off and CS is terrible. Had problems from day one and still having problems. No one helps solve any issues. But they want money for more upgrades and more equipment sales but none of it works. The door and window chimes stopped working, cameras stopped working, monitor panel stopped working. And they have the nerve to over charge $3500.00 for a terrible security system that sales for 599.00 on the internet. Really really pissed after this purchase. And my home is still unsecured.
I had a sales rep come to my house and attempt to sell me a upgrade. The rep stated that the upgrade was free, for me being a great customer. After installation was almost complete, the installer stated that it was going to cost me a "line of credit", and NOT a free upgrade. The company then charged me a re-installation of my old equipment. After I called and informed a supervisor, he SUPPOSEDELY adjusted my account. I was continually harassed at work for payment and had to call and request to speak with a supervisor once again. The issue is still not resolved. Horrible company ethics...
They make promises and then ask you to sign. Read the very very small fine print before you sign as they swindle you immediately. Bad customer service, they lie and tell you all kinds of amazing things and then charge you up the A$$ after they tell you its all included and there will be no charges for the equipment. They will also tell you that you get a 7 day trial before being charged. False. We got this installed yesterday and we were charged last night over $2000.
I have had vivint for years with the system you are able to remotely set the system, arm delay or arm no delay meaning if your door is opened one way allows a 45 sec. Delay before the actual alarm goes off.The other way (no delay) the full alert alarm goes off the second the door is breached. It use to either system could be set via remote ( by phone)
With the new system that can't be done it can only be set one way - delay which means a person now has 45 sec to be in your home before the alarm goes off
To notify vivint there has been an intrusion.
The home owner should have the choice of how they set the system, by panel or remotely, now the only way to have that control is from the panel.
When I signed the contract I was told if the equipment failed it would be replaced at no charge. My panel doesn't and vivint has changed there policy now it costs $100.00 for a technician to come out. Customer service being answered by phone in the Philippines
Today I received a call from them for the first time. I tried to call back. Spent an hour with automated services and was never able to get alive person on the phone to tell me why they called. After over a year with them this is the only red flag I need. They don't care about their customers and set up a system that they never have to answer questions. Canceling and getting a better security company that has more respect to the people that gives them money!
Faulty equipment, phone app sucks, customer service in friendly but not helpful. Tech support is lame and to get a tech out to your location takes too long. DON"T DO IT!
Why choose Vivint? Well if I had to make this decision agai. I would choose not to do so. The service I had was subpar at best. I had them for about two years. When I moved they made me pay the remaining balance for equipment and service since I signed a contract. I had a number of issues with the doorcam. Many visits were made to my home. Its been over 1.5years since I cancelled vivint service and til this day I am receiving annoying automated phone calls. Despite my many attempts to phone and advise their customer representatives that I no longer have an account which they confirm they cannot stop these automated calls. They calls are borderline harassment calls as this point. I am now receiving them twice a day. It seems that they outsource their customer service reps overseas which makes it even worse to try and explain and ask that the calls cease. I would definitely advise everyone to NOT choose vivint.
I cancelled my account in January. They have everything on record that thr account was cancelled. My bank account was charged in May for three months charges. Although they acknowledge the cancellation thry refuse to refund my money. I had to file fraudulent charges with my bank to fight to get my money back. They also refused to escalate my call to a manager.
Difficult to close account. Long holds on phone when trying to close acct. Phone calls continued even after acct. Was closed. Blocked phone numbers left voicemail. Tried after a couple months to get the calls stopped. Was told they would stop, but we are still receiving them. We call this harassment!
Absolutely terrible service. Cameras are never working and they are having trouble charging my account for payment on their end which has resulted in 2 missed payments on my credit. To this day they still refuse to fix anything.
Terrible business practice.They quote you one price,Send a tech out to install,Then you get billed an extra $1000 a day later that you didn't authorize.Oh, and that $1000 directly out of your account is AFTER you finance $2000 that you were originally quoted.Not ONCE did someone say to me that I was getting charged an extra $1000 MORE then what I was originally quoted and financed before they would even come out to install.
Now...amazingly...I can't get ahold of anyone to cancel or return the equipment.
Holes were drilled in my house,
The "installer" instructed me on the right "yes" answers to say when you do some kind of survey to confirm installation.
But even then, not one person said there would be an EXTRA $1000 charge that would come out if my checking account.
We sold our home. The new owner was going to take over the exiting contract, which had 11 months left. Vivint said that all we had to do is pay off the remainder for the equipment ($395.00) and a $99 fee if the new owners were going to take over.
We paid the $393 for the equipment.
Next month comes around and we're still being charged for the remainder of the contract.
I called Vivint and said that the new owner took more than 3 days to do the transfer so they were not available for the transfer and now have to continue to pay for the remainder of the original contract. Their confirmation does not say anything about a timeline for the person taking over to get in contact with them. It only states that until they finalize their account transfers.
They new owner is now stuck with a 5 year contract that overlaps mine for one year.
Watch. Out with kind of company who they lie to customers I bought the equipments for 3000 and now I want them to give the app to monitor myself but I have to pay 37 dollars every month or my equipment won't work
Before you except their offer check on the reviews and how many lawsuits they have
I have the doorbell camera and the sensors I have set up several appointments since March to get cameras installed and all my appointments have been cancelled without notice I'm very disappointed with them because of this I'm so disappointed I'm to the point where I want to terminate my services with them and they give me no explanation to why no one shows up for my appointments.
The sales person actually lied to us and said that we could cancel within 30 days... Now I'm trapped in a contract. The sales person is now lying about our sales transaction. His name is Juan Gomez. He doesn't answer when we call and he has mislead us into a $3000.00 loss...
EW
Terrible! Terrible! Terrible! I was a loyal customer for four years. When I sold my house, I contacted Vivant to remove my fully paid equipment. Hours on hold, then transferred from one dept to another. Six days later of hours each day wasted with no resolution. No one came to uninstall my equipment to bring to the next house. To make matters worse, Vivant refused to disconnect the panel. The new residents moved in and the cameras still showed on my phone and I was notified every time they locked and unlocked the door, moved about the rooms from motion detector or opened any doors. I still had access to lock and unlock the doors, arm or disarm, etc… of course, I didn't use these features but I had full access to do so because Vivant didn't care. After the house closed, I called Vivant and spent SEVEN hours on the phone trying to disconnect the panel. I'm certain the new residents had full access to my personal information from the panel as well. I still can not get the account cancelled or the panel disconnected. DO NOT Use Vivant! This was one of the worst consumer experiences I've ever encountered. Horrible customer service. Vivant should be ashamed of how they treat their customers. They had zero regard for the privacy violations on both sides. Terrible customer service.
To start off with, your stuck with their "service" for 5 years no matter what, Even if you purchase all your equipment. Second, their system is really expensive and does the same thing a ring camera system can do. Third, it doesn't work half the time, especially when I need it too and they will come trouble shoot then tell you it's your internet. Then, even if you purchase equipment from them you will have to pay them at least $150 for them to come install it. Lastly, they outsource everything, their billing department double charged me for 3 months and kept harassing me literally at least twice a day telling me I had to pay. On top of that their install guy installed my Google nest without hooking the conduct up and my heat stopped working in the dead of winter, did they care or offer to pay my $85.00 service call from the heating repair place? No. Do they care when you call and tell them how unsatisfied you are? No. They have a whole "cancelation department" that you will end up spending at least an hour on the phone with to end up being told you have to buy out your 5 year contract to cancel. That's why they record you agreeing to everything in the beginning because so many people want out of the horrible company. I have seen this system in the worst neighborhood where people can't even afford their food but are stuck with Vivint cause they are trapped in their contact. TAKE WARNING DONT BUY VIVINT! ITS NOT THE BEST OUT THERE.
If I could give 0 stars I would. I'm upset I have to give 1! We have had vivant service for 10ish years. Throughout the years we settled because it was easier than switching service. The last year I had the equipment on, I couldn't even turn it on because my equipment wouldn't work. They sent several service techs out but none could make it work for more than a day. They finally sent me equipment to replace myself and it still didn't work so the last year I had my service I paid for the year without being able to use it. I then canceled my service and they wanted me to pay the rest of my contract out. I refused since I already paid for a year that I couldn't use and wasn't going to be able to use the equipment for the rest of our contract. They have since sent the bill to collections because I refuse to pay for a service I can't use.
Poor service - do not use them at any cost. We signed up for a monthly service, and when we tried to cancel they tried to charge us close to $400 in cancellation fees. They said that we signed a 3 year contract when we never did, and then just ran us around on the phone. They are a useless company, their service is poor, and they will give you the run around and try to scam you out of money. Choose another company at all costs!
