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!
If you are a Vivint customer good luck trying to get out of their contract because they want you to pay more to get out of the contract I should have every right to cancel my acc and subscription without having to pay anything this is a SCAM I ain't paying them crap they can keep their equipment
This company has absolutely no shame. We lost our home in a tornado last week so I called to cancel our service (something I should have done long ago because of how poor the system works, the complete and total lack of customer service, and how difficult it is to get any service persons to fix the system). When I got a hold of someone I explained the situation and they said they couldn't cancel the service (I was on with the cancellation department) because it needed to be addressed by another special department. The "special department " called last night and offered to put a hold on our account for 6 months. I reminded them that our home was a total loss and we would be out for more than a year, they put me on hold to see what they could do. Miraculously they were able to offer 12 month of a hold. I said, "no thanks, I want to cancel the service" (it was awful, have I mentioned that). They had a shiny name for the offer ( The customer promise), or some crap like that. They service rep informed me I couldn't cancel my service because I still had an equipment loan with Citizens Bank. I asked how much, they couldn't tell me. I then asked, "so If I'm still paying on the equipment, you are going to continue to charge me for a service that is for a home the no longer exists?" The customer service rep said "yes". Needless to say I was dumbfounded. The last week has been one of the most trying and stressful of my life. The Vivint team showed no compassion or empathy for a 15 year customer, whom had just lost their home.
This company cares 0% for people. Profit is their only concern and they pull all sorts of dirty tricks to keep you locked into paying you monthly note. An absolute abomination. Some very dark individuals are clearly at the helm of this organization and it's only a matter of time before they are out of business.
I award Vivint 5 turds and at 49 years old have never dealt with a more morally bankrupt organization in my life.
I have several Vivint systems in several of our AirBnB locations. I wish I had never started with Vivint, it's way more expensive to change everything. Vivint is extremely difficult to deal with, their tech is ok but their internal communication systems are terrible and their employees have no idea how to navigate their system to help the customer. I had a tech come out to a duplex where we have 2 Vivint systems. He couldn't fix the one that was broken because he had a "ticket" for the other one. He's literally standing there but can't work on the equipment because of his company's poor approach to workflow. If you call their customer support, plan to be on the phone for at least 45 minutes. It seems like the culture at Vivint is generally incompetent and bare minimum mindset.
Horrible customer service. Totally incompetent "Customer Loyalty Department". I had to spend one hour and twenty minutes on the phone and still did not get my issue resolved. What a waste of time, money and energy.
And after paying the. For the remainder of the contract they continued to charge me the monthly fee!
This is the single worst company I have ever interacted with. They completely botched the install, drilling multiple holes in the wrong place in my home for a product they never installed. They installed a door lock without multiple parts. They were available for the install the day we signed, thus locking us into the contract, but were unavailable to fix the door lock for 6 weeks. Their software regularly fails, not allowing us to view the camera or utilize the control panel. Worst of all, they don't even do the most basic part of their job: the alarm was tripped when my wife was home alone and they didn't call or dispatch an help to her. They simply sent me a text (not a call) while I was in a work meeting letting me know that the alarm was tripped. Their customer service is egregious, I spent over an hour on the phone, and the individual failed to rectify the issue and wouldn't connect me to a supervisor. They lock you into the contract by using a third party to finance the equipment, so even if you cancel your service you'll be stuck paying off technology that can't be used for 5 years. They are crooked, they are a scam, and I would STRONGLY advise against anyone ever using them.
Someone rings my doorbell and about4 minutes later the app notifies me then takes about 3 minutes to load the video. This company is garbage and their products are horrible. App works some of the time get the grey login screen and wait and wait and wait so i just go to my front door and punch in the code. Very bad do not buy!
I had a Vivint security system in my new home, left over from the previous owner. The alarm kept going off and I didn't have the password! Then I tried to unmount and disable it, but alarm got even louder. F***ing customer service just told me to look it up online how to disable. F**ing B
Do yourself a favor and run. Do not speak to these shady sales reps. Do not sign up for a contract. This company has ZERO customer support. Poor service.
Not fan, there is a 60 month obligation contract whether you actually use the service or not. Also, equipment malfunctions, has poor night vision, and the answer is primarily to upgrade equipment that is less than 2 years old. Its expensive for what they offer and you can definitely get better.
My salesman promised my first three months would be free. After my instillation they gave me the run around promising my free months and never game me any free months or credits. Ring is much better. Vivint doesn't notify me unless the person is directly at my front door for 1 second, ring notified me when somebody even pulled up my driveway. Terrible company.
The house I bough came with a whole house system 3 cameras outside one inside and 3 sensors. The previous owner must have been paranoid because it's a nice neighborhood. I called to get the service activated and they didn't want to honor the $200 gift that the last owner left for me. I paid $100 for activation and 1st month service and they told me I had 30 days to check it out and see if I like it or else I get a full refund. 20 days later I realized it was an overkill in security and I called to cancel. I had to talk to CS for 5 days to get it canceled and escalated to a supervisor. They made it painful and straight up lied about a refund. I just called it a loss and not spending another minute talking to these over priced liars. And the equipment is terrible. The door lock code cannot be changed, the ring camera doesn't work in cold weather and the security panel dies in 5 minutes if not connected to power.
I am keeping this brief but what a nightmare. The batteries constantly go bad and I mean constantly on every single gadget on your doors and windows. When this happens your panel makes a gawwd awful bonging sound and does not stop. When I finally got tired of the hassle of trying to keep batteries and bonging down I called and cancelled and they gave me a hard time and charged me $500.00 and made it difficult to even do that. I got cut off 3 times and on and on. They said that they were going to send me a closing bill for more. There are much better out there now. Now if I could figure out how to turn the darn thing off since it is bonging again.
Getting vivint has been THE biggest regret of my life. Please don't make the same mistake. If you want security cameras, there's better ways to get it done. Do your research.
You will spend hours on the phone only to be told that the only way you can cancel you service is in writing. The customer service personnel are rude and condescending
This company takes full advantage of "once your in, you are not getting out". They also take advantage of the elderly. My mother, who is 91 was just charged $2000 for an upgrade to 2028! Vivint also persuaded her to put it on a loan from Vivint! She is now paying $79/month. To stop contract she must pay $570 to complete the line of credit and $550. For the remainder of the loan! But doesn't get service. STAY AWAY FROM VIVINT
We have had this service for well over three years only because they will not allow us to cancel our contract without thousands of dollars in penalties. The system has not properly worked. We had to get a second alarm system installed to make us feel safe. We are still paying for their service or non working service I should say. Please run from this company then they try to charge you $100 for a tech to come out to fix the problem. The problem only stays fixed for a couple of days and then you're back to square one something doesn't work please Don't waste your time, energy or money with this company
We had Vivint for many years. The last 2 have been a nightmare. Our alarms would go off for no reason during the night. We had 8 error issues that needed to be fixed. We'd call customer service to have a tech sent out but they were more interested in sending me through out my home to reset and try to fix issues.id be on the phone well over an hour each time nothing would get fixed. They refused to send anyone. Eventually we tried to cancel on 3 separate occasions I was on the phone an hour and a half be transferred from department to department and eventually hung up on. They made it impossible to cancel too. The only way payment was stopped is when I lost my debit card. They sent my bill to collections.
Our front camera keeps going off line we have to unplug it and reboot it EVERYDAY when I yes and get a technician out to look at it I have to chat with someone and that someone is NO HELP the last person I had to chat with said they see multiple issues with the camera o. Their end but REFUSED to have a technician come out...worst ever well be looking else where I have no clue how this oakce has any good reviews I really don't unless they are fake ppl
I can't even see my camera on my phone while I'm inside, working in my garage or working in the backyard!
I spend an hour and a half on the phone trying to cancel my service for an address I hadn't lived at for 14 months. Spoke to multiple departments-the time I spent on hold was approx 45minutes of that 1.5 hour. At the end of it, they couldn't take care of it on the phone...I have to write a notice of cancelation and wait for them to get back to me. I am livid. I hate my time being wasted. Never again!
