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!
I moved 17 months ago from old residence. I called and cancelled before moving. They continued to bill my card after calling over and over to cancel services again and again. I cancelled my bank card and then the calls and nasty letters began. Now a collection agency. My contract had long been up and paid. So now for $347.00 I am hiring an attorney just to prove a point. What a mistake I made dealing with these guys. HORRIBLE HORRIBLE HORRIBLE - Signed Shawn Sharp
I gave a 1 star because negative stars aren't possible.
Key pad locked me out my house vivint did nothing. They told me I was on my own. They hung up and said call back tomorrow.
It sounds like a value but you get what you pay for. Requests for replacement parts or upgrades are ignored. We're still getting bills 6 months after canceling our service!
Since day one of purchasing vibrant, they have done nothing but lie! Customer service is terrible you jus about have to threaten them with legal action to get something accomplished! The get you in the contract and squeeze you! They also say lifetime warranty on all equipment no matter what my back camera has been out for three months, after two technicians visit it still isn't fixed! Customer service told me that camera is no longer available and not under warranty, but can replace it for 400 dollars! The camera I have now has only lasted a year and a half. The sales man will rip you off and lie to you also! Promising more free cameras in my package, nothing is free from Vivint the charge for everything. And the salesman makes all kinds of promises and prices to make it seem affordable, but after installing the system they knock you over the head with marked up prices! A dishonest company! Beware
Ive had other systems. ADT, xfinity and simplisafe. I would have saved alot of headache and been alot happier if i would have went with vivint earlier. Yes it is more expensive but 1000 times over worth it. The system can do things others cant. The cameras are absolutely incredible, the new spotlight feature is something out of a movie! The monitoring response is incredibly fast and the 2 way intercom on the panel was an excellent idea. The customer service is what ive been looking for. They've changed my security experience forever
We have had Vivint for years and years. We have lived in this house over 6 years and transferred service from the old house. Unfortunately this company has changed. Several months ago we ordered extra equipment. Specifically a doorbell camera and new smoke/fire detectors. The tech came out the first week after the install on the camera.
Faulty equipment. Now, we are having problems with one the smoke detectors. I might mention that we are disabled and unable to climb ladders. We finally got someone over on a Sunday afternoon to help us. The alarm rang for an hour and a half. My daughter was on the phone with Vivint for even longer. And this is the resolution: they are going to replace the product. I did not see it out of the box. It is really cheap thin plastic. It failed. It is still under warranty. But they expect me to pay for it to be installed. We have 10 ft ceilings. I am so disappointed. I am disappointed that a company that stands on it Mormon faith and principles would slide into the despair that is everywhere in our society: Get what you can get and get out.
Absolutely awful service. We canceled this service is Dec. Of 2021 because we moved. We were told we needed a confirmation code from Citizens Bank showing we paid off the equipment to cancel. We called back with the confirmation and were told the cancellation was done and taken care of. A YEAR later we got a bill for the year and called back. We were told they wouldn't be able to cancel without paying off the amount because they don't have an email from when we wanted to cancel originally that we were never told to send. Absolutely awful service. Customer service is ridiculous. Will not use and will tell everyone I know to not use.
Was a customer with Technical issues from day one, had a technician come out at least 3X a month due to camera and panel issues. Customer service was Horrible! Paid my equipment off and was told I had a contract for online services, but no equipment help after payoff. I am an embarrassed customer to trust VIVINT for home services. PLEASE CONSIDER ANOTHER COMPANY, OR YOU WILL REGRET IT.
I ORDERED THE HOME SECURITY 2 WEEKS AGO. VIVINT LIED THE INSTALLATION WOULD BE FREE. THEN I RETURNED EVERYTHING UNOPENED. THEY SENT THE LABEL. NOW THEY REFUSE TO REFUND. TO GET ME MY 155.00.THEY ARE BIG LIER.THEY WONT. GIVE ME MYMONEY. THEY ARE SCAMS. ROBBINGPEOPLE. I WANT REFER A DOG TO THEM. SHAME ON VIVINT NOT TO BE TRUSTED.
We canceled our account last August 2022 and found out in January 2020 that Vivint was still charging us, even though we finished our contract. We have called and called, but they keep transferring us and hanging up on us. They also block my access to my online account, so I cannot even see what is going on. I am about to report this as fraud to my bank, I will report to the BBB, and to the GA Public Service Commission, and I am praying someone will help us. They even sent me a cancelation confirmation back in August 2022 and stopped service the same night we called.
I would not want anyone else to experience the nightmare we are experiencing.
The company will you that they don't go bad, that's a lie.Dont beleave them,they just want you to pay for someone to celebrate into your home to fix it.
When the installer came to put the system in a number of years ago, I asked him about the green 'house' vs the red 'house' indicator on the monitor. I said if that green indicator can be seen from outside then potential thieves would know whether or not I set the alarm. He said the indicator disappears after you stop manipulating the monitor. This was a complete LIE. The new monitors fixed this serious FLAW in their system, but they want me to pay $500 for a new monitor to fix this FLAW. They said they would let me have it if I bought a new doorbell camera ($900) and a second outdoor camera. WTF?
I had ASG and the company that bought out ASG for ten years. I think it was ProtectionOne? My car was broken into so I needed a camera in addition to the alarm. Vivint knocked on the door and he presented well so I took him up on his offer. This was about a year and a half ago. About five months ago the control panel went black with flashing screen and made a crackling sound. I called customer service and she had me go through the initial troubleshooting steps. She insisted my panel model slides open on the front (raises? Lifts?). I tried every way possible to follow the step she was referring to but the panel will not do what she described. She said a tech could not come out until we finish the first troubleshooting steps including the opening of the front. I asked her if I could send a video of this panel that doesn't open from the front. She gave me a technician's email address and she said someone will call me back after reviewing. I wasn't able to upload a video to my email but I took pictures of all sides and sent them to the email address. I never heard from them again. I replied-all to the same email address hoping to get a response but received nothing. I haven't called back. It has been five months without an operational panel and yes I would rather bang my head against a wall than to deal with another hold time and a customer support agent telling me they can't send anyone to fix it until I open the front panel that doesn't open. So that brings me to the second issue: based on my track record of having a home protection system for ten years, he said I would be paying for the equipment but I wouldn't notice because I would be paying for the service anyway. I noticed an additional payment coming out of my account about two months ago so I'm not even sure what the he.ll is going on with that. So basically I'm in a contract paying for a service I'm not receiving. ASG and whatever the name of the company that took over never imprisoned me in a contract. If I had stayed with them I would be paying less and could have been happy with some camera from Walmart. Gawd I don't look forward to the aggravation of calling them.
If I could give zero stars I would. I have a had vivint service for 2 months now and I have had the worst experience. A guy named Mason Connelly(the vivint sales rep) came knocking on my door. He said they were putting vivint in some homes in the neighborhood and was going to homes to ask if they wanted vivint service. I usually do not open the door for solicitors but I decided to open my door this day and that was the worst mistake. Mason talked to me for 2 hours after I asked him to leave more than once but he was very pushy and persistent. I finally decided to switch my service from ADT to vivint to get him to leave my home. He told me that vivint would cover the full cost for me to break my contract with ADT which was $1900. He said that ADT only charges 70% of whatever your contract is to break the contract. So that was $1300 he told me if I had any issues and it cost more to break my contract he would get vivint to cover the cost. Well once my card came in the mail from vivint I called ADT to cancel my contract. I was then informed that I would have to pay $1700. When I reached out to Vivint concerning this matter they told me I would have to get something in writing from Mason that states he said he could have the $1700 covered. When I reached out to Mason I did not hear back from him. I texted and called him and left a voicemail. A week later I tried to contact him again via text and phone but he had blocked my number. I could not believe he blocked me. So I contacted vivint again and told them my issue. They reached out to Mason and spoke with him and he of course lied and said there was nothing he could do. I then had them reach out to Mason's manager who also said there was nothing he could do because it would affect Mason! I was confused because I'm the customer and it's affecting me because I have to pay an additional $400 to cancel service for an alarm system that I didn't even really need. All this occurred because Mason came in MY HOME and told me nothing but lies! And then had the audacity to block me. Mason Connelly is a con artist and vivint does not care about their customers because the issue was never resolved. They basically told me to be grateful for the $1300 because they usually only give up to $1000 to cancel contracts. Mason also told me that I was not on a contract with Vivint and I could cancel anytime, but that was also I lie I found out I'm in a 3 year contract with vivint. Again once I asked to just break the contract i was told I would have to pay $1400 for my equipment plus 50% of my contract. Like I said Vivint is the worst and they do not care about their customers. Mason Connelly should be fired and his manager needs to go to a manger training class!
Save your self the headache or headaches rather. More so than not the app with give error messages that can't be fixed if you are away from home. Well that the heck is the security system for if it only works when I am home.
I can go on and on about the bad. There is nothing good about this system. Go get a ring or something don't subject yourself to mediocre security that works sometimes. Oh and customer service is useless they will sit in the chat and not address you or your concern. Thanks Tonie M for nothing
We have been with Vivint for 10 years. Our contract was done in May 2022. I called to close our account in June. They didn't close the account and continued charging our account every month. Every time I call to close the account they say they have no record of me closing it, even though I have the paper trail. They have stolen money from us for 7 months! Despicable service!
Purchase the vivint system in 2018.
Should have checked out reviews for them, but I listened to the salesman instead.
Service was less than good.
But I had to pay off the equipment that was purchased to have their service. I was told once the equipment was paid off, my contract would be on a month to month basis.
I paid the equipment off early and decided to retire at the end of the year 2022.
I am now trying to close out the account with Vivint and have been told that I still have 6 months left on a 5 year contract. And if I will pay $124.41 they will close out the contract.
Seems like Vivint is part of this despicable "Woke" culture that has invaded our country!
My parents are in their 80s and decided to get a security system for peace of mind. They have had nothing but issues from the very beginning. The system has not worked and they could get no one to come out to fix it but kept charging them for service they were not getting. My mom canceled the service and the company keeps charging their account. Do not use their service.
I have been using Vivint since June 2022. The sale guy was great but did not tell me anything that was actually useful. The salesperson told me that I would be able to cancel at any time without any fees. I have been trying to cancel for 3 months now. I don't even live in the home anymore. They are refusing to cancel my account until I pay 52 months of monitoring and pay off the equipment. I was never told this when I got the vivint equipment. I'm sorry but I do not have $4500 laying around to pay to a company of frauds. I told them they would not be receiving payments from me and they told me that collections would be calling and it will ruin my credit score. They said I had to pay the amount in while to get my equipment canceled. Horrible people to talk to and are absolutely no help when you call and talk to someone.
It took me about nine months to complete effective installation of a system in a large house. It required three independent panels, which is a real demerit. To arm this house you have to do it separately on each of the panels. If an alarm goes off you have to figure out which panel has the issue. Also there is a known problem about the m each panel's capacity for cameras. They advertise that 12 cameras can be accommodated by a panel, but they know that each panel can only accommodate seven cameras. So not all of our cameras work. This created a major problem in my situation. The customer service is uneven, but often terrible. Individual technical support people are decent in general unless they tell you to hold for five minutes and it turns out to be 40 minutes. But the customer support is weak. It can take half an hour on hold when they tell you the estimated wait time is two minutes. And they tell you that your estimated wait time is one minute for about 25 minutes straight. When the call drops they don't make a good effort to call you back so it'll be another 30+ min on hold just to start over. I wouldn't advise people to invest in a Vivint system.
