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!
This company has the most disgusting business practices we have ever encountered. We have been unable to even access our account for 2 years… we were told an amount that remained on our equipment loan so we paid it in full… confirmed with Vivint… yet they continue to charge us $138 per month. I have spent HOURS on phone calls and chats speaking with liars that say one thing, then the next person tells us something different. The last rep told me I have a balance of $7.44 so I'm being charged $3.72/month. Is this a joke? If I paid off $2K do you think I'd leave that little amount to continue being charged $138/month? I don't even know where she pulled the $7.44 and $3.72 from. How could I? They have locked me out of my account and won't give me a straight answer or my account info. DO NOT even think about doing business with this company. Worst decision we've made.
Prices increased during agreement which is a violation of agreement. Someone at the company forged my signature on a new contract. Equipment stopped working during agreement period and they want to charge 100 to come fix it (again not in the agreement) countless hours with their customer service and legal team and still nothing is corrected. Same issues
I seen this company on shark tank. I look this company up and seen it was pretty good. Called it up. Talked to them and it seemed pretty good went with them because I needed cameras outside the home. We got cameras outside the home and it worked well for maybe three days and the cameras started going in and out. Can't really hear out of them now, We're about a year in with them. They want $99.99 to come out and fix anything wrong with our system. I have had multiple issues with this company. We have the fire alarms in our home, Go off at multiple times of the day for no reason. We have the back door lock that just does not work. They want to charge you money to have somebody to look at the equipment they want to charge you to send you new equipment because the old equipment doesn't work. They don't send anybody out for you to install the new equipment that they send that they make you pay for. This company is horrible. I absolutely hate it and I would not recommend it for anybody. $99.99 for somebody to come out and install a back door lock because the old one doesn't work after having to pay to get a new one sent out is just ridiculous.
I would have cancelled this company long ago, but because I have a loan for the equipment I can't cancel the service, because I can't cancel the loan.
It doesn't matter because nothing will be done about it. Just don't waste your money. I've asked for help and nothing.
Lets talk. When it was first pitch to us, we were on the fence period however, the person who came to our house was very knowledgeable and we really did appreciate the video quality period they were able to set it up that same night they were here a little bit later than what they should have been for comfort period however, they did get it all done in 1 day which we appreciated period It was really fun to play with all the little gadgets and settings. And however, they work with the app, and we are fairly impressed and thought we made a Good choice. We were wrong.
Part of the deal that we got from switching from ADT over to vivint Was a gift card to help us buy our contract. To ADT period we acknowledged that our bill was gonna go from $68 to a $120 period however, once we got the card and cleared off our AD t, then it was only going to be a $120 until the equipment was paid off And then it would go down to end up being cheaper than ADT. This is where it gets extra fun period we wait for the card. It never comes period we have now called more than 5 × 2 have this solution period we have been told that it's our job to contact their sales representative because they failed to write it into the contract that way period they gave us his personal information and his email so we can contact him and get him to do his job period for the record. We utilized both of those things he responded to neither period then. We were told there is nothing that they could do about it. Because if it's not in the contract, they can't help us at all period we also were told that what we agreed upon with the sales representative has nothing to do with the company itself, and they cannot honor anything that was discussed. Crazy, right? Then we were told that we shouldn't have called them. And it's their job to reach out to the sales person period and then the next call. We are told that somebody would resolve it and get back to us. Within a few business days, it has now been a week and a 1/2. And nobody has responded period we called again today on the phone on hold for a total of 1 hour and 10 minutes out of a Hour and a 1/2 call period we were waiting for an hour and 10 minutes for a manager to answer the request of the man on the phone period every manager on-site refuse to take our call period the guy on the phone was very nice, very sweet, and by the end of it, he even said that this was ridiculous period he also stated. He is never encountered this problem. And he doesn't understand why it can't be corrected. Nor why management would not help him period And then to start making matters worse, about a week and a 1/2. After our equipment was installed, we started getting error messages period we cannot keep the Lights hooked up. They go offline all the time even when we have Wi-Fi. Still available period everything that was supposed to save to the cloud. Didn't save, and we actually lost a large amount of our data period We cannot control the lights or anything from our phones. Anymore period we actually lost the ability to flip on lights inside the home because of the way that the new violent lights were wired. We now have lights that we actually can't turn on and off on our own period
I have never seen so many people. Dodge accountability in my life period I am now paying a $180 a month for a system that symbol works only to not be using the system that actually did work just maybe not as well as the camera quality that we have now period however, I never had an issue getting ahold of a dt. I never had an issue when I needed them to come. And look at something, or there was a Tech Problem or an alarm went off or anything of the sort. Period it makes me wonder how much of this is a scam versus actual people trying to do the right thing. And since we can't get anyone to speak to us I will continue to leave these warning reviews for other people..
Since installing less than three weeks ago we've had multiple camera issues with going offline. No communication between the controller and the devices. Now we've lost control/access to our thermostat. It is locked out. Service is just as sad. We were told that we would have a tech on site between 4 and 8 today. No show No call. They will be removing the system.
Avoid at all cost! I had a rep call me while I was at work and he was at home persuading my husband (whole other story) harassed me til I finally just agreed! They put in only the doorbell camera and after a few days of reading the contract it was nothing like what the rep told me over the phone! I requested to return items they insisted that I keep it just try it out & I had 3 days free until installation fee came out. Supposedly, it didn't count against me since the system wasn't completely installed & that they would get someone to come out and finish the job. Well that turned into 2-3 wks & by then the install fee come out & keep in mind system not installed. Around a month the monthly payment has been charged. I called again said I don't want it and of course once I got a hold of the home office I was past my 30 days. So I'm stuck 2 separate accounts going against my credit. I tried to tell them I would have been settled this but I was dealing with a terminal ill parent while still working full time so by time I got home nightly the office was closed! And when I took FMLA and was able to call during business hours again past my 30 days. So I have equipment that was never even setup! And their too expensive. And I have letters reporting me to credit agencies about a system I would have never agreed to if I would have been home!
I was convinced to switch over my system. It was a disaster from start to finish and ended up deciding in 3 days to cancel the contract. First of all, the installer began after 8 PM. I ended up having to sit in my garage because he thought it was a good idea to leave the door open for 4+ hours. He would then leave the door between the garage and the house open so then there were bugs everywhere inside. Again, we are trying to protect my home and he is literally leaving it wide open for anyone to come in and steal. The sales rep over promised and I ended up needing additional equipment that they "graciously" (note sarcasm) agreed to cover because this was discovered 2.5 hours into the appointment.
The cancellation form does not provide the correct department for receipt and then when you call in you have to go thru three levels of them trying to get you to stay.
Finally they arrived to uninstall the equipment. They do not return your home or your system to its previous state although you have recorded conversations that they will. So now, I have to pay $200 (maybe more) to my original company for them to come back out and restore the system and basically be 2 weeks without any security. I will also have to have someone come in and patch and re-paint the holes that they left behind.
The equipment is about $4K. I got 2 cameras, a panel, and a motion sensor because they did not replace any window sensors.
I would not recommend
Camera not working
Drilled holes everywhere in my house
Each time calling them for system failure and each time with different representative and additionally new steps to do with a result that it doesn't work
Technician, you ll have to pay for it
3 years after they are telling me my system is old and need to be upgraded, cameras… and I have To pay more
Avoid this company
Put my balance on a credit card and taken the minimum payment which will cause me to pay for 5 years instead of three! Can't reverse it!
Smoke detectors alarm when boiling water!
I own all of my equipment and am under no contract. They passed me around on the phone for 40 minutes just to tell me I had to submit a written request.
First time I have encountered such an inefficient company, first of all they lie to you about the operation of the equipment so that you buy the package, but the worst thing they did was try to steal my money, since they withdrew $2740 from an account of mine without my authority which resulted in the account being overdrawn affecting my credit history, be very careful with this company
The Vivint sales rep came to my door, told me I would get $1000 for leaving my current security provider, said I would get a $200 credit toward my bill for my old doorbell camera, and have the installation fee ($399) waved if I took a picture with him holding the Vivint yard sign. When I set up my account online later with the finance company, it showed a balance of $3600. I called Vivint customer service the next day, found out none of what the sales rep said is true. I told them that was more than I wanted to pay, they said they were sorry and they could knock $10 a month off my bill for the first 12 months. So I canceled with them and said they could come get their equipment or I could send it back to them. Their Cancellation Policy says they have 20 days to come retrieve their equipment or it is the homeowners to keep or dispose of as they see fit. 20 days passed and no one from Vivint reached out to me or showed up to get the equipment. So I called them and said, I'd like to sign up for monitoring. When the rep got my information he said, sure we can restart that financing up for you. I said your cancellation policy clearly states after 20 days, that the equipment is mine, if you have not retrieved it. He said that is correct, and I replied so you guys expect me to agree to pay for equipment that I now legally own? His reply, Yes. I said no thanks and now have equipment installed at my house that is essentially worthless. Beware of shady Vivint sales reps.
I signed with Vivint through a referral. I agreed to pay $84.96 a month but received an additional $77.00 bill for services. I tried to cancel the services as a while and was told I couldn't get out of my contract without paying off the equipment in entirely. I recommended this security company to a group of friends and I am very upset that I did. This place is an complete rip off. Stay away... choose someone else.
My daughter and son in law got this system and they are young so they got done dirty. You think you're getting a good system till you get the bill. The equipment alone is ice $5000 and you pay the along with your monthly bill. It's 2 separate bills and you're basically paying double. Waste of money!
I've had three aborted service experiences ina row which despite repeated requests to have the reps call me 45 minutes call in advance of them arriving on site as I live 30 minutes away from the property. And I've had three no shows in a row. In each case they claim they went to the site and waited for me despite my having proof that they never came (their own cameras, and numerous texts and calls to the reps. I've got photo proof that they never called me or texted me after numerous numerous attempts. One of the reps claimed they did the work and marked the record as "job completed".
I've told them if this happens one more time, I will terminate the service and demand my money back. If they refuse, I will take them to small claims court with my proof.
I recommend you stay clear of this company.
I could sit here write a book how horrible this company is, do your self a favor don't use this company at all.
This company told me I had 90 days to return their product. I called them on the 60th day. The rep was cute bit no experience. Well they told me I only had 3 days to return. Then the next rep told me 60 days. They also have not delivered another Camara and spot light I'm being charged for. 2000 dollars of material. All I got was 1 Camara and a ring door bell for 2000 dollars. My system does not work. It worked for 3 days. They have refused to help me. They still owe me a Camara and a spot light. Go to Sam's you can get all this and a total of 8 Camaras for less than 500. Dollars. So now I'm stuck with a system I can't use. Do not trust this company. Also 2 days ago they sent a text saying they were charging me $42.22 for my monthly bill. They charged my account over 67.00 dollars. So done with this company.
I was a customer for 10+ years. When I called when these guys were Vivint. A++ Customer service, now, not so much. They have gone up in their monthly service fee 5 years in a row since Smart Home has taken them over, they would not help upgrade my system that was 10+ years old. No upgrades, too high of monitoring fee, I went somewhere else for 1/3 rd the cost of the monthly fee. When I left, they did not want to stop my service, sent me to customer loyalty, I told them I have no loyalty, it left when they did not want to help get me better gear, they did not cancel my service and continued to call for their Service Fee, I told them to zero out my account, I stopped my service on the 1st of a month, no loyalty service desk can not do that either.
They go up and up on their service fee - which I will now save 800.00 a year (2 years pays for new equipment.
They would not stop my billing - they won't get another dime.
NOW, they want me to have loyalty to them, when they would not upgrade 10 year old gear.
This company at one time was the best, now Smart Home has ruined them, their service, the brand is now trash.
DO NOT get these guys, you are just a dollar sign to them.
On 08-12-23 I was approached by Taran(Vivint rep) outside my home. He had stopped by my home on multiple occasions hoping to gain my business but I never had time to discuss. During conversation I advised him that I in fact had a contract through ADT and was not interested he stated that they could buy my contract out and pay my equipment credit card off through synchrony also if I joined Vivint. So I joined Vivint due to their system being more efficient and fit for my needs. I sent both of my account invoices to Taran via text for the account pay offs on 08-14-2023. He stated that he had submitted the invoices and that I would receive a gift card for the amount listed on the invoices in 7-14 business days! Today is 09-12-2023 and I have called 3 times to Vivint asking them where my gift card is for me to pay off my services with ADT. Each time they act oblivious and start scrambling around pretending they are checking in things! I have reached out Taran multiple times and asked him also. He either doesn't respond or he lies and stated he is busy and will call in a few minutes and never does! I want my gift card or o want Vivint to cancel my contract free of charge and remove there items from my home! I advised no one to ever work with them
