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 am so disappointed with this service and company! I signed up for it as it's a service my office offers to better show clients what it does. Spoke to the reps who sold it and they say if you no longer want the service you can call in, they'll buy back your equipment if it is not damaged and cancel the monthly service charge of $60.60. THIS IS FALSE! I tried multiple times to cancel this service and return the equipment to zero out my account and now they've charged me for the entire cost of the equipment, over $2300 for the basic package even though I paid monthly on it for 2+ years, won't return it and sent my account to collections! I've received no letters and just got a call from a collection agency after thinking this was resolved last year. I strongly DO NOT recommend them and will tell all my clients this terrible experience with them. They refused to work with me even when I initially started the cancelation process when Covid hit since I couldn't afford it anymore and now have made it even harder. I can't believe this company would do this and even to someone who is supposed to advocate and sell their products.
While I find their product and services up to par, the company conduct is horrific; I was so frustrated with them that I am considering legal action against them. I wrote several reviews about the company on BBB. Don't patronize them, and apparently, I learn from a good source that the company is on the verge of bankruptcy.
The BBB has given them a "D" rating and there is literally over 4,000 negative complaints. I am getting spam to death by them. Everyday it's like three email advertisements and I am sick of it. Good lesson here is to always go to the BBB website and search for a company before you get involved with them. P.S. And don't message me and say you want to make things right, actions speak louder than words.
I moved into a new home with an existing contract. The devices are slow and constantly have issues with connectivity and performance. I consider this a breach of contract on the part of Vivint, but they claim the only way to terminate the contract is to pay the total remainder in one lump sum (over $1500). I'm paying $88 a month for a system that doesn't work, and there is little that I can do to change that. My camera monitoring often goes offline for months at a time and my thermostat does not follow its set program. Any time I have a technician out, they just restart the system and say "it should work a LITTLE better now". I'm so frustrated with this company and the amount of time they've taken away from me.
I had Vivint for 4 years like the contract stated. Everything was fine for 4 years, not 1 problem. I moved and called them 4 times, numerous minutes on the phone(mainly on hold) trying to tell them i have moved and do not need this service anymore. Now, almost 5 months later they are still calling and leaving 1 or 2 messages a day. They say i need to speak with someone else and i didnt cancel good enough for them. I am a widowed mom with 5 kids and they are literally harassing me. I always said i would use their services in my next home, BUT NOT NOW... NEVER EVER AGAIN... So they just lost a great customer because of their "LACK OF" Customer service.
I have had Vivint for several years and I keep telling myself I am going with someone else, but I continue staying. They have problems with contacts, you give them the correct contacts, and they will end up calling an old contact.
They are sometimes quite slow but most of the time they are pretty quick. I think some of their customer service reps are in foreign countries now because some are hard to understand.
Overall, they are a good company but expensive
Since posting this review all over the place, Vivint responded that I can get out of my contract if I find someone else to take it over. If I find this service disgusting, why would I burden another person with it? What a ridiculous response from them.
DO NOT USE VIVINT! Vivint is extorting me for a service I do not use. I changed companies, had a new panel installed, and called to cancel the service. After getting billed again I called. They claim I entered into a new contract with them until 2020, which is ridiculous since I have service from another company and do not plan to live in this house that long. If I do not pay, they threatened, I will have to pay the entire amount due plus all legal fees which will be extensive. With this threat I'm forced to continue paying them for a service I do not use. PLEASE, PLEASE, DO NOT USE THIS SERVICE.
READ THIS BEFORE YOU GET INVOLVED. RUN DON'T HESITATE.
EVERYONE APOLOGIZES AND NO ONE DOES ANYTHING.
HARD TO BELIEVE THIS MANY INCOMPETENT MORONS COULD ALL BE EMPLOYED TOGETHER IN 1 COMPANY. IMAGINE THAT
I feel this company does all they can to get you in to LONG contracts and although they have a short "right of rescinsion", they will make sure to schedule out your install or upgrade beyond that date. Or at the very least, they will point you from website, to phone, to email, to phone, and around until the date has passed. In addition, they will ask you to take time off from work to meet their installer in a window like "2-5", and at 7 when you call them, they don't seem to care that nobody showed. It is a perpetual cycle of reschedules and pointing you around until you give up on the equipment and work to be performed while they collect your money. Their contracts and business practices are very carefully crafted to be certain you pay them for your term no matter what level of service or equipment they promise, and they are held accountable to nobody and fail to deliver on their end. I had no such issues with Monitronics.
Amazingly unhappy with service from Vivint. Initially they came in prior to my ADT contract expiring saying they would pay of the remaining 3 months if I sighed up with them, they didn't. Then they told me the service was for 3 years, which turned out to be 3 1/2. Upon cancelling over phone in July, I was told in July that the service would end on my contract date (9/11/16). Then my bank was charged 9/12/16 for another month. Upon calling back I was told to send in a cancellation notice and my refund would be given. Found out when I called two weeks later that I didn't send it to the right address (my bad). I sent another email and it went through. They then said they couldn't refund my money and then added that they would have to take another payment out since the cancellation takes effect 30 days from the notice that they are just counting today even though I forwarded my initial cancellation. Highly discourage anyone from entering into a contract with them.
You have sign a 4 yr contact and when ur 4 yrs is up they argue with you and try to sell u another contact STAY AWAY COX IS JUST IS GOOD OR AND I F NOT BETTER. THANKS.
STAY AWAY BEFORE THEY DO THIS TO YOU. DONT BE ANOTHER ONE OF THEIR VICTIMS. I had to send Vivint an email saying we wanted out of our contract 30 days before we wanted to end our service. The day I sent this letter I find out that Vivint discontinued our service with them without giving me any notice and left my family and I unprotected. Vivint says they are here to protect our family and our security. How do they figure they did that? DONT COUNT ON VIVINT RESPONDING. Not my 1st review on Vivint. This is not my first review on this company. THEY WOULDNT KNOW THEIR CODE OF ETHICS IF IT WAS TO SLAP THEM IN THE FACE.
These people refuse to honor my contract that expired last year and send me a monthly bill adding monthly charges for a service that they do not provide. I have another provider.
