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!
Please do not use this company they will get you cameras are not good at all system shuts down everyday
If you want a total disaster and agony, move forward. They have good and impressive technology which is deceiving, but when it comes to the actual work and installation, they have NO idea what the heck they are doing. I hate to write bad reviews for anyone, but this was a total frustration. We had an old security system and wanted to upgrade to a better and newer system so decided to use Vivint. I should have checked the reviews too and that was my fault. This clueless technician came and after spending 3.5 hours of not knowing what to do and wasting our time, damaged all the old equipment (cut out bunch of wires and damaged a transformer) that were perfectly working but was just an older system. Finally, I stopped him, and asked them to send a second technician and then the second guy said they can't do our house and it was also too big for them. They left everything cut and damaged after so much wasted time. Again, an absolute headache, damage and extra costs. STAY AWAY!
I really enjoyed my sales person super helpful and they are so professional helped me set everything up and installed everything so clean showed me how to use it too!
My mother had Vivint for almost 8 years until she had to move to a senior living facility. In that time she had multiple system issues. But that is not the worst part. When we moved her we were told all we had to do is send a 30 day notice since she was well past her 4 year contract. We sent it and they continued to charge and auto deduct from her checking account. When we stopped them from auto deducting it they started calling her and harassing her almost daily. All while we continued to try to get them to cancel the account. * months later they are still not cancelling and they have sent her to collections. When I spoke to the collection agent last night he told me that they had two options for her to continue her account at her new location or they would drop the amount that they say she owes them. We are not paying it! They owe her a refund for the amount that they deducted from her account for several months. Their customer service is the worst. If you ask them for any kind of proof they will put you on hold for HOURS. I would give them less than one star if possible. If you look on the Better Business website you will see that they have over 5450 complaints against them in the last 3 years and 2112 in just the last 12 months.
When I reached out to them to secure this as my security system, they were quick to call back 20 times, put the supposed soft inquiry on my credit, which was a hard pull and rang my phone off the hook. Today we were scheduled for a 8-12 install and they didnt show up. I have called 3 times already and they told me they are having a very busy day. Cant find the person installing, their manager, a manager above that person, nor a dispatch person. WHAT KIND OF BUSINESS ARE THEY RUNNING? This is ridiculous and they have WASTED MY TIME! Very uprofessional and wouldn't recommend to anyone.
Not only does the equipment constantly break, you spend hours and hours on the phone with rude service representatives, and then they try to walk you through the same steps over and over without listening to you. Once they finally send someone to fix it, it breaks again.
First issue: My husband was highly intoxicated the sales person would told my husband a dollar amount for the purchase but had him sign off for something much higher. He knew he was taking advantage of him and should be in jail for what he did. Second issue, when we tried to cancel it, they refused and said we still owe for the equipment and have to pay it. We can't afford an attorney which is what they prey on. Third issue: We rarely can connect to the video to see what happened/is happening. The sales person was informed we have to have all the equipment to be able to see what is going on at any time and to be able to record it. It's always down and glitchy. When we are able to view live, it shows only a few frames at a time. When reviewing recordings, it will show a second or 2 of what was recorded, pop back to live view, then pop back to recorded just to go back to liv again rinse/repeat. Fourth issue: worst people ever on the phone. Dumb, illiterate, they talk down to you, could care less that you are having issues, speak to you with disrespect, ignore everything you say. I have nothing nice to say about ANY of the people working there. They don't deserve any of your money. They are just Con artist trying to Scamyou out of your money.
Our initial service was great until we moved. We have now scheduled installation FOUR times and it's been cancelled by them the day of every time. The first time the technician straight up lied, said he knocked on the door and no one was home. There were 3 people here and a dog that barks anytime someone comes to the door. Absolutely ridiculous. If we weren't financing the equipment, I'd most certainly cancel and find another provider.
Up front they seem helpful, desire to meet the needs of your business but oh how wrong this is!
I have zero confidence in this company. I cannot get anyone to resolve our issues which are numerous. From billing to service or lack there of I have been passed from person to person and no one has any authority to do anything. The promisesade were from individuals who no longer work there (not my problem) DO NOT USE THIS COMPANY!
When we first signed up for Vivint, they had AMAZING customer service, but have since switched to a call center where they read from a script in attempting to troubleshoot any issues. Furthermore, it now takes months to get an appointment and if their tech no-shows you, they'll just claim they came by and you weren't home (despite having camera evidence that shows otherwise). If I wasn't so heavily invested in having purchased the hardware, I'd be switching to SimpliSafe or some other alternative.
I tried to order Vivint for my home today But they want to check my credit and I've been paying them from my shop for quite some time so now I'm going to not use it for my house and I'm going to get somebody else at my business and my credit is 800 they should look at me from my shop business and not run my credit check so I'm saying Vivint is zero stars No thank you
Vivint preys on exsiting costumers, sending door knockers to sell you equipment you don't need and telling you that upgrades are needed. They lie and charge you massive amount of money for trash equipment. I upgraded to a new panel and they told me it would cost very little and could cancel service as long as my equipment is paid off. They took a crappy credit card IN MY NAME and put all the equipment on it at 19% interest. Needless to say but I paid it off immediately and they won't let me out of the contract AND THEIR EQUIPMENT IS JUNK AND LEAVES MY FAMILY UNPROTECTED FOR WEEKS AND MONTHS AT A TIME. I have got a big buisness to drop them by the end of the month and working on 2 more and they are passing the word around. This will cost them tens of thousands a year all to get 45 dollars a month out of me. Good buisness move you fools. Got to go, I have more people from social media wanting out and costumers who will never use them that was thinking about doing buisness with them.
A door to door salesman come to our home in may of 2019. He pitched very technically advanced hardware and purchase of equipment rather than signing a contract. After a year our prices went up. We tried to cancel the monitoring and just pay the monthly installments on the equipment. We were told we couldn't. We had to pay the whole amount owed for the equipment to cancel. So we kept service. Fast forward to December 1,2022. We moved out of the home we had the Vivint account with in September and sold the home in late November. We called to pay our final bill for the equipment, which we did. Then we called Vivint to settle our account and cancel service, which we did, or thought so anyway. I checked my account in early January 2023 and there was another charge. I called and was told that the only record of my December call showed a request for transfer of service to new address. We already had an account with adt at the new address since September. I told the Vivint rep I wanted to cancel again and they told me I owed the remainder of a 5 year monitoring agreement that would end in may 2024. I told him I never signed any such contract. It would make no sense to sign a contract and purchase equipment. He refuted. I told him I needed an email address to send a formal request for cancellation. He placed me on hold for ten minutes and then Hung up on me. What crooks.
If I could give them a 0 star I would. They're an awful company! Our cameras haven't been working and the main system on the wall turned off and was a black screen. We called multiple times to get someone sent out here, finally somebody came out. Our fire alarm keeps going off and the fire department has been over multiple times for false alarms. When I called to cancel our account I was told that I was not allowed to back out of the contract unless I were to die, or I could cancel if I pay them almost 5,000 for the whole system. When I told them they could come pick up the whole system they said they would not come, we talked to a supervisor for 2 hours, arguing back & forth about how to go about canceling our account, since we've been paying for a system that doesn't even work. We were told we need to get ahold of the exception review department, we called and were told they would send us over to them and we kept getting sent to lines that just went dead. Finally we talked to someone who was English, and they told us that the review department was closed for the day and that they were never sending us to a review department number. They also tried to say I didn't pay the monthly bill for the month and owe 100$ extra, and I told them I would not pay them anymore extra. They're a horrible company. The customer service sucks. The dude laughed at me when I said I wanted to cancel and said you signed a contract you can't cancel. We plan on moving after the holidays on property that already has a camera system & they told us that it's not their problem that we have to continue to keep paying for their product. As soon as you sign their contract you'll never get good service again. The guy who came to our door was super nice, but he knew that he was doing. He informed us that we could cancel whenever we wanted without a cancellation fee, and that there was no time limit on canceling. Which was a lie. Still dealing with them trying to get out of our contract, but if I can help anyone with their decision on getting Vivint, DO NOT DO IT!
I've had nothing but problems with my equipment (window sensors frequently go offline, outdoor camera is offline and can't be fixed even though they have come out 4 times, door lock had to be replaced and keypad was installed with the wrong gauge wiring) and service. The only thing they are consistent with is the monthly bill. Even though they know my system does not work and cannot be monitored while devices are "offline", they keep charging me and told me I would have to pay for 5 years of monitoring if i cancel. I also cannot get a refund on my equipment. It's also important to know that my system has only been installed for 4 months and these problems started after the 2nd week. I have much more I could elaborate on but they've already wasted a ton of my time. Do yourself a big favor and run away from this horrible company.
I purchased my Vivint contract in May 2019. My contract stated that my fee would be $42.99/mo for 60 months and at the end of the contract period, Vivint could raise my rate. If I broke the contract, I would be responsible for the monthly rate of $42.99 times the number of months that were left on the contract. In Dec 2019, I received a letter stating that my payment would go up by $1.48 and that I could object to the charge by calling, which I did. The charge was supposed to be removed; it never was. In Nov 2022, my rate went up yet again. I called and was told that they are "unavoidable charges" although my contract says nothing about my rate possibly going up due to "unavoidable charges"; it just states that my monthly rate is $42.99/mo. I was also told that if I cancel my contract before the 60 months, I will have to pay the higher amount times the number of months remaining. My monthly rate is now $45.14. I get it; it's a couple of dollars and some change, but my understanding of a contract is that both parties have to honor it. Apparently, Vivint can break their own contract and raise your fee citing "unavoidable charges" whenever they like without repercussions, but you cannot break the contract on your end. Not a good way to do business.
Vivint billed me for months after service was canceled and not only refused to make it right, they extorted us into paying extra fees due to their own error/incompetency. If ZERO stars was an option, that would be my choice. TERRIBLE COMPANY
They took my money, gave out false information, wouldn't acknowledge their wrong, damaged my home. Will be filing a lawsuit immediately. Unprofessional, untrained, rude individuals. Management included. All the techs, Scott the rudest of all. Shut it down now!
They tricked me and on other person that was gonna take over the cameras into both paying for the service and cameras. I asked to listen to recordings where I called 5 times asking to cancel my account. They finally a year later cancelled it but not before taking money out of my account. Do not go with this company they are awful.
Iv honestly had problems from the very start from this company first i was being charged to much then was being charged for a camera that was never installed Been trying for 4 months now to cancel this service and they will not cancel it they keep taking money out for a service Im not even using everytime i call i get nothing but attitudes and no help after iv tried for months to cancel this i ended up having to take matters into my own hands and had my bank block them from removing anymore money from my account i wouldn't recommend this company to anyone just buy a gun and be your own security this company is a joke go with another company
