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!
The sales process of buying into the service was very smooth. The service was in my name for my elderly mother. After two years of using the service, my mother took a turn for the worst and no long able to live independently. I tried to cancel the service for now two months without any success.
I have tried to cancel four times over the last two months, with very long calls. I even received a service charge for Dec and Jan, when the system is completely offline.
I was given a long reading of the policy on cancellation during the first call, and was told I couldn't cancel because my mother is not on the account. I also was told I had to pay off the equipment loan to cancel the service on a different call. I then was told on my third call that I had to pay the service charges when the service is offline. I said no. I was threatened that my credit score will be impacted if I don't pay.
What does all these interactions sound like to you?
I have filed a dispute with my bank and block the charges from coming in.
This is a sign of a company that have no customer service! Do not get trapped!
DO NOT USE THIS COMPANY! My (now ex) husband and I used Vivints services in 2015/2016. A year later we got divorced so I called to cancel their service. I was the main signer and he was the cosigner. The representative said I couldn't cancel without signatures from both parties. I explained that due to abuse, I had a protective order against him so I would not be able to contact him. I asked if she would at least remove me from the account since he still lived there and I moved out of the state. Per her request, I sent her copies of the protective order, divorce decree and proof of new residence. Vivint never reached back out to me so I thought it was taken care of per our conversation and document proof. Now, 8 YEARS LATER, I get a notification from Credit Karma that I have been sent to collections from a bill that wasn't paid in 2019. Confused, I called and explained the situation to a representative and she said there is nothing she can do. Vivint also never reached out to me before sending me to collections. Had they, this would have been resolved and I wouldnt have a collection status on my credit. That being said, I'm going to post a negative review on all of their review platforms once a week, indefinitely, until this has been resolved and made right. Customers should not be punished because you hired an incompetent employee that doesn't follow through with their duties.
I really hate this company. They are so frustrating and their contracts are awful. If you have autopay and update your payment (let's say if you changed your card), and it doesn't go through, you get NO notification about it, and therefore don't have an opportunity to fix it. You only find out about it after the next pay cycle occurs and they charge you for both months plus a late fee. You can't opt out of their surveillance service unless you buy out their equipment which is absolutely ridiculous. Their equipment is over the top expensive and triple or quadruple the price then it should be. So you're stuck paying for years and can't break away from them. It sucks.
You're better off with Ring. Save yourself and don't bother with this company.
My alamar went off this morning and I was unable to turn it off, customer service couldn't help. Finally I was able to turn it off by myself. Some of the sensors are not functioning correctly so they told me to have a technician come and check I have to pay. That is not what what I was told when I installed the system. THEN THE Alarm went off for 5 minutes and no one called from VIVINT or no emergency services were dispatched. Thank god it was not and emergency but what if it was and my family or I needed help. I am very disappointed with this situation and the services that this company has provide. I will be contacting the adequate department on Monday and discontinuing this service that is does not deliver adequate security.
Not a great experience when we had to move and cancel our service - they make it really hard, you have to wait 30 days, they actually canceled it on the wrong day and wouldn't reactivate it - they are horrible. Also, the monitors and such run on batteries which don't have a long life, and the equipment has expiration dates so you have to replace it which they never tell you about. Do not recommend them.
Vivint company is a scam they add stuff to your bill without you even knowing or without consent. Always be sure to check month-to-month.
The worst system alarms
Vivint
Please do not install that company in your house because they will not help you if something happens they just want to sell and not monitor😡😡🤬😡🤬🤬
Forget trying to cancel! They make it so difficult, try to talk you into staying over and over, and finally, after verbal authorizations and passwords and confirmations and them keeping you on the phone forever, they send you an email requesting a "Notice of Cancellation" with no instructions on what that "Notice" needs to contain in order for you to actually cancel. The longer it takes us to cancel (we've been trying for 2 months now), the longer they receive our money, and that's just the way they like it! Ridiculous.
We removed one of two security panels on a property. Long story short, the panel that stayed on the property did not work after the second panel was removed.
I've been on the phone for literally hours. Tech representatives said that we needed a new panel. I've asked specifically for a supervisor to give me a call back to know avail.
Now I'm reading all the horrible reviews of this company. A test of any relationship is when a problem occurs. YES, I HAVE THE INSURANCE THAT REPLACES COMPONENTS THAT NO LONGER ARE OPERABLE. WHAT IS WRONG WITH HIS COMPANY?
I've had Vivint since 2021 and their salesman was good. He stated they're US based and manufacture all their equipment in-house. He also said I could go to him for anything even after the installation. A month after the installation was done and they got my money, he'd refer me to call support. Fine. Typical salesman. Onto their equipment: I've had to replace the Smart Drive, a doorbell, and multiple Wi-Fi Bridges (the part that plugs into the wall). These items aren't cheap. For 2 cameras and 2 doorbells, it cost $3800 and that doesn't include tech visits (which they will do only after lengthy troubleshooting calls for $99). One camera goes offline everytime we go on a trip (which is the worst time to go offline since you'd like to monitor AND you must be present for troubleshooting). Other cameras and doorbells go offline multiple times during the day. Vivint has introduced their updated line of overpriced stuff and a newer camera with better features will run $600. For one camera. May want to steer clear of Vivint unless you like overpaying for cheap crap with poor customer service.
WAS TRICKED TO PAY $4,000 FOR LOUSY EXPENSIVE EQUIPMENTS. THEN NOT ONLY PAY MONTHLY FOR VIVINT ONLY EQUIPMENT, YOU HAVE ANOTHER CHARGE FOR THEIR SERVICES ALMOST $100.00 EVERY MONTHFOR 5 YEARS STUCK IN A CONTRACT. LAST, WAS DOUBLE CHARGED WITH A PROOF RECEIPT BUT THEY WILL NOT REFUND & KEPT THE OTHER CHARGE. SCARY COMPANY TO WORK WITH CAUSE THE EQUIPMENT TOTALLY SUCKS!
Customer service is awful, they don't deserve a one star. I was on the phone almost 2 hours with nothing being resolved. I'm definitely getting another company, and will advise all the homeowners at the next HOA meeting of my experience.
The cameras get worse over time. They miss entire days of activity. I walk outside and back. Nothing is picked up.
They are a scam they lie about there deals and over charge way more than they say this company is not worth the time or your money.
Upon the arrival of the representative for installation, there were alarming discrepancies. Don't recommend.
Awful! Their equipment is awesome but their customer service is void of intelligent representatives. They will tell you one thing and once you have all your equipment you are screwed. If you wish to waste your time being transferred to various departments when you have an issue just to finally be sent to legal for them to still not comprehend a damn thing then best of luck.
After hours on phone troubleshooting our system, we finally demanded they send a tech out. We had to pay, and they said date out two weeks. Yesterday we waited 4 hrs as they said 4:00 pm to 8:00 pm arrival time. Nobody came and nobody called. They said he ran late at another appointment. Now it's scheduled for over two more weeks out! Very unprofessional and system has sucked.
I've had vivint for about 4 years now, and I've got to say, it has got to be the most unreliable system I could have ever imagined. The sales team is great at getting you to believe it's a perfect system but I assure you it's not. There's has been countless times the system has failed on me. The times I need my cameras the most they are offline. And no, nothing is wrong with my wifi, everything else that is on wifi give me little to no trouble at all. But there has been so many issues with my system I am just done with them!
Absolutely horrible tech support/customer service. They ONLY know the script and just keep repeating it. The most unhelpful call center I've ever dealt with. The entire company feels like a big scam.
If you are looking for features then you definetly get them with vivint. But if you are looking for quality, then do not go with this company. Their equipment is mid tier at best. The cameras freeze up more often than they work and the front door lock will sometimes not receive the numbers you input. If you pay $3600 for a system, you would expect it to work properly at least half the time. Also they lead you to believe you will pay about half of what the bill actually is. This system overall needs a great deal of work before it should be released to customers. I just wish i would have known prior to purchasing.
