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!
They stoked 102$ out of my account after telling me that everything was canceled come to find out it wasn't and they claimed I received my items when I canceled the same day. And now I have to wait 30 days for my account to close and will still be charged for nothing but they assured I would get all that refunded, this company is the worst thing I ever seen and heard of, please don't get into it.
Our sales representative Dawson came to our house and talked us into getting security installed. He was fast and left out alot of important information, he also stated that my credit would not be check, HE LIED. They ran my credit to get the equipment and now I'm stuck with that bill of $3467.00 how am I going to pay for this? He said this is a 30 day free trial and I could cancel after 30 days I tried to call him and we could not leave a voice mail message because it was full very poor poor communication. So now because of his poor lack of work ethics I'm stuck in a contract with vivint this was unwanted I called so many times and was on hold for over 3 hours to talk to managers and they still all said they can't override this contract until I pay for their equipment then I can closed my account. How can they do this? Force us to pay for this that we did not want in the first place and was supposed to be a free trial. I told them I'm facing hardship where am I going to get the money to pay for this, that this was their employee fault to trick us into this. I'm not working and I'm trying to keep a roof over my kids and that was more important than unwanted equipment. Now I'm stuck, I really can't afford this.
Customer Service HORRIBLE if you can understand them! Does NOT stand behind their service that we pay for!
If I could give them negative stars I would. I can't get through to anyone with Customer Support. They always tell me someone will call back. Allie Whitworth couldn't do the contracts correctly, I had different purchase amounts on every document. Then she told me there was an addendum to include a car charger, which I have never seen. She lied about what had to happen for my system inspection. They no called/no showed the first 2 appointments, then she told me I didn't have to be present for the next time. I wasn't, Allie told me they got everything they needed and we were on track. A month later I get a call from a rude man in NJ that I didn't show to the appointment and they hadn't done anything! The Allie completely ghosted for 3 months. When I canceled my contract she miraculously called me and said her texts hadn't been going through... for 3 months of me asking the same questions, calling and leaving voicemails! Then she lied again and said my panels were ready for installation so I couldn't cancel. I said how, I have approved anything else. She said she would send over the addendum, still haven't gotten that. I finally found a great customer service person and he was fixing everything. But before the final paperwork came through they let him go. No I'm in a bbb dispute, otherwise I have heard nothing from them! Whatever you do don't go with these guys!
Purchased some cameras and monitor and set up to have them come out and install I was told the installation would be $99 and $49 a month upon asking if there was any other fees the sales rep told me no. I made it very clear to the him i had two cameras & questioned if there was any extra fees and he assured me that I would only be paying the $99 installation.Day of installation the technician approaches me never introduces himself, and when I say let me grab the cameras questions I'm installing cameras first off why would the company send some technician out to my house with no acknowledgment of what he's doing!Then proceeds to tell me what you know it's gonna be $390. Why that was never disclosed, he said, how do you think I'm supposed to get paid?! Excuse me. I feel like I'm being scammed now!I called the 800 number and finally get somebody and rudely "aaron" tells me they're not gonna do anything different for you. They're waiving the $99 installation fee so now I'm confused I was only told that there was $99 installation fee but if that's being waived, why am I still paying 290? Proceed to tell him I don't trust him I actually felt super uncomfortable with him in my home. He questioned where I got the cameras from and was very awkward. I didn't feel safe with this technician in my house especially because all of a sudden there's new never disclosed cost! I made him leave. Mind you I took off of work and waited two weeks for this installation upon speaking to Supervisor. The only compensation they offered was $10 off a month service charge, but then tells me it is 150 per camera to be installed that was never disclosed so unprofessional. When I asked if it would be 300 even she then tells me there's tax I work in the service industry. I don't understand how you can tax a service! I've never heard of taxing services!.I am so disappointed with this company I feel like fro to m the beginning I was misled and deceived by the whole company! From the sales person misleading me to feeling super uncomfortable by the creepy demeanor and disrespectful technician to the supervisor only trying to compensate me with a $10 off a month on my bill as a whole this company's completely unprofessional, horrible customer service
I know nothing about technology and this system is very easy to use. It is basically all connected to your phone so you can even change settings while away from the home. My installer, Nick, is the only one I will work with. He is definitely worth the wait. He is knowledgeable about all the equipment and knows the best way to set things up. He is very clean and never leaves a mess when installing. Customer service is not always available but when it is they are very helpful.
I was a new homeowner when I was pressured into signing a contract with this company...what a mistake.
The good: The do provide the service they are marketing, and will contact proper authorities in the event of a fire or break-in.
The bad: There are more affordable companies with the same service. Moreover, when you sign a contract with them they will make it extremely difficult to leave within a five year term, and completely paying off the loan with Citizens for the equipment provided. Also, they will continue to invoice you whether or not they can bill your card...if you've had your information stolen (my case) they will continue to bill anyway, all while your monitor system endlessly goes off.
Our sales rep, Chris Miller, was deceitful from the start. He told us we had 7 days to cancel but in the fine print wrote we had 3 so we were screwed and left paying over $100/month for this system. It is not FREE it is just financed out over 5 years. Getting on the phone with corporate was a horrible experience, no one helps, they just toss you from operator to operator. Horrible experience and we won't be using them in the future or recommending them to anyone because of the awful customer service and deceit.
I was shopping around, was dumb and gave them my phone number. They have not stopped calling me for days. I keep blocking numbers and they keep calling from the zip code my phone is registered. I legit may have to change phone numbers. Avoid at all costs, this feels like what I imagine a MM scam or a timeshare call cycle feels like.
Deceitful company. I had the video playback promotion. I went on the Vivint website and canceled. I did not receive any conformation, minus the website now having the playback subscription under canceled subscriptions. A few weeks later I received an email saying my video playback subscription had been renewed. I again canceled on the Vivint website and took a screen shot this time. I called today when I noticed I was being billed for the subscription I had canceled twice. Vivint gave me the run around and transferred me three times. They finally canceled my subscription, but refused to clear the charges. Beware, do not get in a contract with this company. They will waste your time and money.
Vivint. Don't send you people knocking on doors at night. I was trying to fall asleep because i have to get up early. Especially since your service sucks.
They installed Vivint at my home and they mess up my air conditioning. They take forever on the phone and send someone to help with this heat my home is 92 F inside. Worse decision we have ever taken to get Vivint in our home
I have had a salesman from this company come to to my home 2 times in 3 days. I don't open the door and talk to him on my chime doorbell. He is very rude and annoying. If he comes back I'm going to answer the door and nicely ask for his business card then I will file a complaint with this company. I will definitely have protection with me. I also have video of him and everything he says to me.
I had Vivint installed and the doorbell has NEVER worked properly - it goes offline and does not ring. When I called in for someone to repair VIVINT wants to charge $99. I have had this system FOUR months! The doorbell incorrectly installed should not be charged to me. Also I have a smart home protect package that now VIVINT says I do not have - SMH! BEWARE OF VIVINT! I am writing to the BBB and The TX Attorney General for deceptive practice. Poor installation to charge an additional $99
Every time I try to get a hold of someone to help me it takes forever. There's too many prompts on the phone. Just now it took me 2 hours to handle a situation and I called them 26 times to get through. 26! Either they said they couldn't hear me or they hung up on me or couldn't speak English or understand English. A few months back I called and I was so frustrated I asked how can I not have to go through all these hoops on troubleshooting to get somebody to come out to fix it when it's not my fault. They told me to pay $10 a month for priority service. So I've been doing that for months now and I still had to call 26 times and I was going to have to pay $99 for them to come out unless I went through all the hoops! So what good is it to have the priority service... They said after I went through the hoops they wouldn't charge me the $99 to come out if I have the service. They have changed it now that if I don't have the priority service you will have to pay the $99 even if you go through the hoops. It's absolutely ridiculous how BAD the customer service is. A few of the phone calls I made of those 26... They were trying to sell me insurance and two other services while waiting on hold. You can't get through on the prompts. If you don't push the right button they just hang up on you. You can't speak to a supervisor. There is no customer service number to call to complain. The technical service number doesn't work. They SUCK SUCK SUCK. And if I didn't have the equipment in here already halfway paid off I'd rip it out myself! MY BLOOD PRESSURE IS NOW 160/100!
The camera didn't work after 4 tech visits trying to troubleshoot. During this period, burglaries occurred at my home and these events were not recorded.
Vivint refused to cancel my contract on both the equipment and the service and now I'm up a creek on payments for service I can't use. Congratulations Vivint, you got me to sign a contract and lock me in for the most fruitless investment of my life.
Word of advice. Don't get Vivint. They lock you into a contract that you can't get out of. Terrible customer service. And they don't tell you that your cameras don't record 24/7, only when someone walks by. I paid for a $3k+ system that doesn't record 24/7, and they won't let me out of my contract until 2027. Oh, and if I want it to record 24/7, it'll cost me another $300. Also, no other company can hook up to their cameras, so if you cancel them, you are stuck with their equipment that you can't use. Vivint really is a JOKE. All customer service did was offer me $10 off for 5-months. Thanks Vivint. Hope you go bankrupt.
This is the worst company I have ever done business with. I had the equipment for 3 days and my car got broken into right in front of my door, the ring didn't catch because the guy mispresented what the service does. They are trying to give me a hard time to cancel because I informed them he said my trial is 30 days. They told me I couldn't cancel because it was a Sunday and their business office wasn't open until Monday. Now it's Tuesday 5 days later and they are trying to charge me a fee for the equipment. I'm so ready to go to court. The guy even lied about the installation and had me up until after 10 pm. After stating I could set up the installation at my convenience. The worse company ever. Take it from me don't do it.
Customer service sucks. Everyone is very rude from management on down. They do not treat you as a laying customer. They take extra payments after you paid off your contract and refuse to end service. The equipment does not work. People show up and the camera never acknowledge them. If I could rate in the negative numbers I most definitely will to highest power and then multiply that again.
Had a broken smoke alarm, they wanted to charge me to send a technician to change a smoke alarm, I told them it's so easy I don't need a technician, they demanded a technician be sent, I called several times before a normal person finally ended up mailing me a new one.
