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!
I have two homes. The one home in TX the seller made promises that were not true. Had to call in no one speaker clear English. Had to get transferred many times to get someone to comeback out. They first lied about what was included in the package and what we needed. Selling additional that werent. Weren't. My other home I've had them since 2015 and asked to add a camera was told the upgraded panel was needed. First installer never got it working and was rude. Called the same day sent another person out. He was great but checked my account and they took out the full amount for services and equipment vs the installment plan they put in my contract. Again call in transferred 4 times to be told she placed info in correct but the billing department made the mistake. It was escalated and I would need to wait for a callback they were sorry. No one has called back and it's a holiday weekend so $450 out of my account unexpectedly. Nothing I can do about it. I asked 2 days in a row to come get the equipment and cancel because they don't stNd by their word. They have so many liars working there just to make sells.
I had Vivint service without contract, my alarm system needed a new sensor for my door. I had been with the company for 15 years and Vivint didn't want to help me until I sent the cancellation and they said first yes for the free sensor and a monthly discount if I stayed with them, but the technician wanted to charge me $50, so I declined the installation and I sent the second note of cancellation for good, because they didn't honor their offer. Then I received a note that my bill for $55 is with a collection agency. Very bad company, I won't never recommend it!
Let me start with the high pressure sales and lies (installer to come by at 8pm to get a look see for the next day install, then it was to install, to take only one hour, left at mid night) poor workmanship of installers (drilled multiple holes before they got it right) poorly functioning equipment dangerously installed (used cheap 3 way plugs to connect equipment),finally the continued pushiness to sell more products.
If one does the research on this company they will find numerous complaints and lawsuits against this company across the nation, how this company remains in business is beyond me, should have done my research. Beware!
I've had Vivant for a little over a month. It has worked correctly a total of two days! They refuse to send a technician to your house until you spend 30 minutes to an hour troubleshooting with a tech online multiple times. I have had things start working after these troubleshooting sessions, but the same issues start within 12 hours.
I don't have a Vivint system and never will. Their sales rep just pounded on my front door multiple times at 9:30 at night expecting me to answer and discuss security systems. I don't think so. He's lucky I didn't call 911.
PLEASE BE AWARE! This people are ripp offs. We signed up for 3 cameras and was never delivered. Customer service is a JOKE! They are never wrong! These people come from
EUROPE TO INVADE OUR COMMUNITY AND SELL US A DREAM! SHUT YOUR DOOR WHEN YOU SEE THEM! The guy that came to our house, his name was Ed badge number ******* he came with a sorry excuse about his wife coming to America and giving birth. He's a CON ARTIST! I am pursuing legal actions against VIVENT! Spoke to Trent today, in the customer loyalty department badge number *******. He justified Ed lying and what he promised us. He told us one thing verbally and did the opposite on paper. PLEASE LISTEN YO ME AND RUN FROM THESE PEOPLE. Your credit will be impacted.
So on today August 27,2022 I received in the mail... correspondence from a collection agency indicating that I owe Vivint $234.10 and $823.52 to the darn collection agency for a grand total of $ 1,057.62. These people are completely out of their minds (in my opinion) at this point!
So I paid off the 4k worth of equipment (upgraded to the existing equipment when I purchased the home) and cancelled the monitoring service. Only to find out two days later that the equipment cannot be used outside of Vivint. Called the customer service number only to be advised that I still have a balance due and owing for monitoring service. I cancelled the service IN WRITING back in February of this year and was still being billed up until this month August 2022. I'm watching my credit fervently to make sure these jokers don't sent that erroneous balance to the credit reporting agencies. The customer service personnel finally admitted that their equipment is not useful to any other monitoring service. Now I'm on the hunt for software that may be able to be used so that I can access these cameras remotely when I'm not at home. This is the ABSOLUTE worst decision/purchase I've made since purchasing my home. If there was an option to rate VIVINT a negative -10, I would yet still not recommend.
I own a rental home in which my renters installed a Vivint security system. The renters are moving out, and Vivint broke a window in my rental home when they were removing their equipment. I contacted Vivint, and they will only deal with the renters on this claim since the renters have the account with them. It is unacceptable that Vivant will not deal directly with me regarding the damage that Vivant did to the house that I own. In the future, I would not allow another renter to install a Vivint system.
My Vivint main panel plug melted from inside, almost starting fire. I had to wait 2 weeks for appt to change out plug. Tech appeared to be in a huge hurry and did not plug in the back up battery in Panel. Called customer service immediately. They could not send tech back. Next appt was 1 week out. So, I'm angry they did not fix it completely. So now the total time will be 3 weeks without security. I found no one who cared out of the 4-5 people I was transferred to over 1 + hour. Got disconnected and they did not call me back. I had no desire to start the 1 hour transfer to other depts game. Guess I'll be looking for a new system: I have had Vivint for years but would not recommend. Worst customer service ever.
Can't talk through the camera half of the time. The button fell off my door bell took about 3weeks to send another one and I put it on, now my door bell will not ring. Last of all I pay $84.00 for 5years for a $200.00 dollar system that is a real Rip off. I will not Recommend no one to use Vivint. Customer service sucks. They charge you all this money and will not send you batteries when they go dead. Sad Vivint the worst
WORST experience with a security company, and really with any customer service in my entire adult life. By. Far. Customer service calls take over 30 mins to answer, pass through the phone tree and every one of these guys will say "I'm making a note of that in my system" but the next one doesn't see any notes. Every one of them will claim that their computers are slow. They try to sell, try to convince you to stay with them, DO NOT answer a straight question. They put you on hold some more and send you to another idiot who can't do anything. I'm talking MULTIPLE calls over 90 mins long. They never paid me for a referral (promised $75 back when I was pleased with the equipment and didn't know how awful they were), straight up LIED about the cost of upgrading my system ("Your alarm doesn't work because the tech update requires a new panel... it won't cost you anything and in fact, let's add two more cameras and lower your monthly bill... no additional cost") and then demanded an extra $749 to cancel the freaking service when we moved to a new house two years later. Even after all that, I had to call THREE more times to get things settled. They charged my card without permission an additional $103 over a month after we cancelled and moved. Another epic call to customer service and they claimed that the account had never been cancelled. Then they said it was a computer error. Made more notes in the system. (HA! Yeah, right.) For heaven's sake, at this point we were up to around 5 hours of phone calls and three confirmation emails in a month. There are not enough caps lock ugly words to describe how I feel about this company.
After you have had their service for a while and realize what a bad value it is they will not let you buy out of your contract.
Part of my own job is explaining fine print. We thought we read all the fine print in before signing their contract, but missed where we were roped in for 5 years. It's been 1 year, we're economizing like everyone else right now and wanted to cancel the service. Their customer service rep we spoke to was not helpful, and was somewhat condescending.
Their sales staff should be required to explain the details. I'm in real estate. If I or a lender, had someone sign a contract without explaining the terms, I would lose my license. The same should go for any sales, including Vivent.
Concealing details through omission is dishonesty. I will never do business with them again.
I'm not giving 0, because is not possible, but is the worse company ever, super scammers!
I cancel with them after 10 days, called on Friday, and today they told me I have pass the 30 days that I had to cancel, but they told me when I called that wax done!
Waiting ten days for a rech to come out is crazy could not disarms the alarm we are canceling and going with someone else
Once a contract is signed, customer service is nonexistent. I called customer service to iron out some issues and was treated like an intrusion. Nothing was resolved. There is nothing special about the overpriced equipment. A good do-it-yourself service is much cheaper and excellent quality. Vivint was one of the worst investments I have ever made. The experience was like going into business with organized crime.
BUYER BEWARE: when we moved from our house, we called and asked the company how we could be cancel our service. They recommended that we ask the new owners if they would like the service and if so, we could transfer it to them, by having the new owners call and transfer it, which they did. We were excited to help the new owners out and also give VIvint more business. At the time, we were very pleased with our services. Fast forward several months, we discovered that Vivint was charging us AND the new owners for the same account and same service even though we sold the house in April. Vivint refused to credit us back for double charging to households for one service. This is extremely low integrity, dishonest and a VERY poor business practice. Now, they have lost a long term client as we were planning to renew in our new home that we are building. AND Vivint's reputation has been diminished to shady at best. Save yourself the trouble and find a better security company, this isn't it!
Constantly a pain. Batteries don't last on any of their $#*!. They never come out to fix anything. Can't use the leave house alarm cause of animals. Don't offer any of the new $#*! to old customers. We want cameras too. Ring would be better and that's what I'm looking at now.
Vivint sells you poor quality cameras for a high price, then when you have problems with the camera's they change them with refurbish cameras go to best buy and save your self thousands of dollars. Best buy has a program and they'll install tvs cameras for free. Vivint customer service was a joke and they laughed at me and keep saying your the one who signed the contract so be very careful and they keep billing us for no reason hundreds of dollars so DON'T GET VIVINT
Door to door hustlers that travel from city to city because they know if they stay too long then people will realize their shady practices. They will tell you that you are contract free but you are tied to them for the five years length of the loan they don't tell you they took out in your name.
