Vivint
Reviews and Complaints

Vivint, let me tell you, they came out real quick to set up our services. They even tried to sell us some new fire alarms and sensors, which I thought was a good idea at the time. They told us that we didn't need to sign no contract and that we could cancel anytime, but we would have to pay off the equipment first.

Now, we got this system in our home that we're renting out on AirBnB and let me tell you, Vivint's service is just plain horrible. Since we started renting, we've had 3 false entry alarms, 4 fire alarms, and 1 carbon monoxide alarm go off. Every time, the police or fire department had to come out and check, and every time they found nothing. And you know what? Every single one of these alarms happened while guests were staying in the house, scaring them half to death.

Every time I called Vivint to clear the alarms, they transferred me around or put me on hold because they couldn't clear it or needed me to talk to another department. I spent so much time on the phone with their support trying to troubleshoot, but every time I hit a wall. They even disabled one of the fire alarms, which put anyone staying there in danger.

So, I decided to cancel the service because the community is fining me $200 per false alarm, and Vivint didn't seem to care about that at all. But when I tried to cancel, they told me that I wouldn't get a refund for the faulty equipment and that I was locked into a 5-year contract that I had to pay off before I could cancel. I know I signed up for it, but they told me one thing and then asked me to sign something else. In the end, I had to pay $4,000 to get out of this mess.

Overall, I wouldn't recommend Vivint to anyone. Their service is just plain horrible, and their equipment is faulty. And if you do decide to sign up with them, make sure you read everything carefully and don't just take their word for it.

I gotta say, this company Vivint is just terrible. My house got wrecked by a tornado last week, so I called them up to cancel my service. I should have done it a long time ago, because their system is just garbage, and their customer service is non-existent. Plus, it's like pulling teeth to get anyone to come out and fix anything. Anyway, I finally got through to someone in the cancellation department, and they told me they couldn't cancel my service because it had to be handled by some other "special department."

So, this "special department" calls me up last night and offers to put a hold on my account for six months. I told them that my house was completely destroyed and I wouldn't be back for at least a year. They put me on hold for a bit and then came back and said they could do 12 months. I was like, "No way, I just want to cancel the service." It was that bad. But they had some fancy name for the offer, like "The Customer Promise" or some crap like that.

Then the service rep tells me I can't cancel my service because I still have an equipment loan with Citizens Bank. I asked how much I owed, and they couldn't even tell me. So, let me get this straight: I'm supposed to keep paying for a service that's for a house that doesn't even exist anymore? And they said, "Yes." I was just speechless.

The last week has been one of the most stressful times of my life, and these Vivint people showed absolutely no compassion or empathy for a customer of 15 years who just lost their home. They don't care about people at all. All they care about is making money, and they'll do whatever dirty tricks they can to keep you locked in and paying your monthly bill. It's just disgusting.

I give Vivint 5 turds, and I'm 49 years old and have never dealt with a more morally bankrupt organization in my life. I hope they go out of business soon, because they don't deserve to be in business.

I gotta say, Vivint is one of the worst companies out there. I mean, seriously, if I could give them a big fat 0 star rating, I would. Our cameras have been acting up and the main system on the wall just went black. We called them up multiple times to get someone to come out and fix it, but it took them forever to send someone over. And to make matters worse, our fire alarm keeps going off for no reason, and the fire department has had to come over multiple times for false alarms. It's a nightmare.

So, we decided to cancel our account, but when we called them up, they told us we couldn't back out of the contract unless we were dead. Can you believe that? And if we wanted to cancel, we had to pay them almost 5,000 bucks for the whole system. When we told them we wanted them to come pick up the whole system, they refused. We talked to a supervisor for two hours, arguing back and forth about how to cancel our account, since we've been paying for a system that doesn't even work. They told us we needed to get in touch with the exception review department, but every time we called, we got sent to lines that just went dead. It was so frustrating.

Finally, we talked to someone who spoke English, and they told us that the review department was closed for the day and that they were never sending us to a review department number. They also tried to say we hadn't paid our monthly bill and owed them an extra hundred bucks, but we knew that wasn't true. We refused to pay them any more money. The customer service was just terrible. The guy on the phone laughed at us when we said we wanted to cancel and said we couldn't because we signed a contract. It was so rude.

We're planning on moving after the holidays to a property that already has a camera system, but Vivint told us that it's not their problem and we still have to keep paying for their product. It's ridiculous. As soon as you sign their contract, you're screwed. The guy who came to our door was super nice, but he lied to us. He said we could cancel whenever we wanted without a cancellation fee, and that there was no time limit on canceling. But that was a total lie.

We're still dealing with them trying to get out of our contract, but if I can help anyone with their decision on getting Vivint, DO NOT DO IT! The customer service is terrible, the system doesn't work, and they're just a bunch of liars. Stay away from Vivint!

I had ASG for ten years, and then some company bought them out, I think it was ProtectionOne? Anyways, my car got broken into, so I needed a camera to go with my alarm. That's when Vivint came knocking on my door. The guy who came to my door presented himself well, so I decided to take him up on his offer. That was about a year and a half ago.

But then, about five months ago, my control panel went black with a flashing screen and made a crackling sound. I called customer service, and the lady on the phone had me go through some initial troubleshooting steps. She kept insisting that my panel model slides open on the front (or maybe it raises or lifts?). I tried every way possible to follow the step she was referring to, but the panel just wouldn't do what she described. She said a tech couldn't come out until we finished the first troubleshooting steps, including opening the front. I asked if I could send a video of the panel that doesn't open from the front. She gave me a technician's email address and said someone would call me back after reviewing it.

I wasn't able to upload a video to my email, but I took pictures of all sides and sent them to the email address. But I never heard from them again. I replied-all to the same email address, hoping to get a response, but I received nothing. I haven't called back. It's been five months without an operational panel, and honestly, I'd rather bang my head against a wall than deal with another hold time and a customer support agent telling me they can't send anyone to fix it until I open the front panel that doesn't open.

So that brings me to the second issue: based on my track record of having a home protection system for ten years, the Vivint guy said I would be paying for the equipment, but I wouldn't notice because I would be paying for the service anyway. But then, about two months ago, I noticed an additional payment coming out of my account, and I'm not even sure what the heck is going on with that. So basically, I'm in a contract paying for a service I'm not receiving. ASG and whatever the name of the company that took over never imprisoned me in a contract. If I had stayed with them, I would be paying less and could have been happy with some camera from Walmart.

Gawd, I don't look forward to the aggravation of calling them. It's just frustrating to be paying for something that doesn't work and not getting any help from customer service.

I got my Vivint system installed about 9 days ago and let me tell you, it's been a headache from the start. The sales rep who came to my house straight up lied to me and said that the installation was going to be "free" and that I would have a whole 7 days to try out the system. But when I got charged over $400 for the installation and found out that I only had 3 days to cancel or try out the service, I was livid. I called the sales rep just 3 days later to complain and she tried to weasel her way out of it by saying that "that's just how the company does it" and that they say it's free because you aren't paying anything upfront but over time. She even tried to offer me more equipment to make up for her lie!

I called customer service the next day to cancel and explained why, and the person on the other end offered me 2 free months and a $15 credit for 12 months. But even after the sales rep got back to me later that day and said that the installation fee would be removed, I still had more issues. When I called customer service on my actual 3rd day to cancel and request that certain items be removed because they weren't needed, I was told that another department would have to call me back and that it might take 3-5 business days. And now, to top it all off, the outside camera that's supposed to be facing my driveway is pointing towards the ground, and the touchscreen that was installed has been black for the past 3 or 4 days.

I called again today to cancel and they told me that I'm outside of the cancellation time. They want me to pay thousands of dollars for equipment that has been giving me problems since the original installation day! I told the reps each time in person and over the phone that I already have the Ring and was only willing to try Vivint. I've had Xfinity before, and neither my current nor former security system has given me this many issues. They tried to send a tech for free and even offered me more free service for my inconvenience, but I don't want any of that. All I want is for them to come get their equipment and NOT try to force me to keep their security system.

After all the headache I've been through, the rep today that refused to cancel my service had the nerve to ask if I had a friend or family member I wanted to transfer the service to. Are you kidding me?! If I did, I've already complained about my horrible experience and they wouldn't want it. And to top it all off, my total is even more than what my paperwork shows.

If you're thinking about getting Vivint, DON'T. Save yourself the headache and go with a different security system.

Yo, what's up?

So, I gotta tell you about my experience with Vivint. These dudes came knocking on my door a couple of weeks ago, and I was like, "who dis?" But it turned out to be this guy named Jaycen Shaw, and he was selling home security systems. Now, I've been thinking about getting one of those for a while, especially since my kid is starting to figure out how to open windows and stuff. So, I was like, "aight, let's hear what you got."

Jaycen was pretty good at his job, I gotta admit. He talked me and my wife into buying this equipment package that cost around $3,000, plus a monthly monitoring fee of $19.99 once we paid off the equipment. The installers came that same night, but they took way longer than they said they would, and they even broke this fancy home switch thing that cost $400. Plus, they left a mess in my house. Not cool, man. They did replace the broken thing a couple of weeks later, but still.

Anyway, the next day I get my bill and it says I owe $4,000. I'm like, "what the heck?" So, I call up Jaycen and he's like, "oh, that's a mistake, I'll fix it." But then nothing happens. I call Vivint and they tell me that's the right amount. So, I call Jaycen again on Friday, and he's like, "almost got it sorted, give me till Monday." I text him on Monday, Tuesday, and Wednesday, and call him on Wednesday, but he doesn't respond to any of my messages. And then I find out he tried to cancel my service with Vivint! What the actual heck, man?

So, I call up Vivint and talk to this supervisor in their loyalty department. I send them all this proof that I was supposed to pay $3,000, not $4,000, and that Jaycen was trying to cancel my service. But the supervisor doesn't call me back, even though he said he would. I've spent over 10 hours on the phone with Vivint, and I still haven't found anyone who's honest or has any integrity.

Look, I'm not trying to be a hater or anything, but I gotta warn my peeps about this. Security is serious business, especially these days. Don't trust Vivint with your family's safety or your money. You'll regret it, just like I do.

Peace out,
Nicolas

This company is absolutely terrible. I have had nothing but issues with them since I switched from Xfinity. I was lured in by their alleged top five home alarm systems, which turned out to be a paid piece. Every time I log into the app, I am bombarded with advertisements and sales pitches. It takes me forever to find the buttons to actually look at my cameras. This is the only reason I use the app, but instead of home security, I get constant sales pitches. It's ridiculous.

To make matters worse, they have never called me in the 2.5 years I've been with them when the alarm has gone off. One time, it went off in the middle of the night while we were away, and no one answered any calls. The alarm went off for a while and then was simply canceled by Vivint without any follow-up. This is unacceptable. My family's safety is at stake, and they don't seem to care.

It's clear that this company only cares about making money. They constantly try to upsell me on their stupid "home security" app, and they don't seem to care about my safety. They just want to advertise their Labor Day specials and 20% off deals. It's disgusting.

I can't believe I fell for their nonsense equipment purchase of $560. When they installed it, they threw an iPad at me to sign 25 pages of lock-in. It was like multi-level marketing, and it was a huge red flag. I'm locked in for three more years, and I regret it every day.

I warn everyone to stay away from this company. They don't care about your safety, and they only care about making money. Xfinity may be basic, but at least they call you every time. Vivint is a joke, and I hate them.

I gotta say, Vivint is not the best. I've been with them for 2 months now and it's been a total nightmare. This dude named Mason Connelly came to my door and wouldn't leave me alone. He said he was offering Vivint service to people in the neighborhood and I stupidly let him in. He talked my ear off for 2 hours and I finally agreed to switch from ADT to Vivint just to get him out of my house. He promised me that Vivint would cover the cost of breaking my ADT contract, which was $1900. He said ADT only charges 70% of the contract to break it, so that would be $1300 and if it ended up costing more, Vivint would cover it. But when I called ADT to cancel, they told me it would actually be $1700. When I contacted Vivint about it, they told me I needed something in writing from Mason saying he would cover the extra cost. But when I tried to reach out to Mason, he blocked my number! Can you believe that? So I contacted Vivint again and they talked to Mason, who lied and said he couldn't do anything. Then they talked to his manager, who also said there was nothing they could do because it would affect Mason. What about me, the customer? I have to pay an extra $400 because of Mason's lies! And to top it off, Vivint doesn't even care. They basically told me to be grateful for the $1300 they did cover because they usually only cover up to $1000. And to make matters worse, Mason also lied about me not being in a contract with Vivint. Turns out I'm stuck in a 3 year contract and if I want to cancel, I have to pay $1400 for my equipment plus 50% of the contract. Vivint is the worst and they don't care about their customers. Mason Connelly is a con artist and his manager needs some serious training.

Me and my hubby moved into a new crib and found out that the previous owners had a Vivnt smart home system. We didn't know the passcode and the alarm went off. I called the Vivnt customer phone number and they said I needed to start up a service and get the account under my name to stop the alarm. They said I would get a full refund if I called within 2 weeks to cancel the service. They signed me up and we got everything under my name. I called within 2 weeks to cancel my account. They said they needed to verify that I was extended the offer for a full refund with the person who gave me the offer. The person who I was on the phone with said they would call me back after they verified with this person. They never called me back. I called again after a few days to see if they were able to verify. They said they would call me back when they verified. They didn't call me back again. So I called a third time to try to cancel and I couldn't get in touch with someone who could help so they told me to call again later. I called again and was on the phone for over an hour trying to cancel. They kept trying to convince me not to cancel and they transferred me to a department called "customer retention" when I had said so many times that I don't want to continue with this service. I had already told them countless times that I can't afford the service. I asked the person who I was on the phone with why nobody was calling me back when they said that they would and he said that they have a policy not to call back people who are trying to cancel. I hadn't asked them to give me a call back, they offered it to me and I think it's because they were hoping I would forget about it and they would be able to continue charging me. I finally got transferred to someone who I was told would help me. They asked me to send a notice of cancellation through my email and they reassured me that I would receive a full refund. They verified that they received my notice of cancellation and they told me that I should receive my refund within 2 weeks. After about 3 weeks or so they still hadn't refunded me or canceled my account and I was charged again for another month of service. I called again to cancel and they told me that my cancellation request was never processed and they said that they would said it again. I just received an email notifying me that my request was denied. They are going to keep charging me for a service that I've tried many times to cancel and they won't give me a refund that I was promised. I don't know what yo do. I'm going to call again to try to cancel and I've reported them to the Better Business Bureau. But it they fail to cancel my account again and fail to refund me I'm going to get in touch with an attorney that can help. I wonder if there is a class action lawsuit that we can join because it seems like lots of other people have had similar experiences with Vivint. It's really frustrating and I feel like they are taking advantage of me. I wouldn't recommend Vivnt to anyone.

I gotta say, Vivint is the worst company I've ever dealt with. If I could give them negative 500 stars, I would.

Let me tell you, I'm currently on hold with their customer service for the umpteenth time. It's been an hour already, and the last time I called, I was on hold for two hours. Every time I call, I'm told that I'm next in line for a supervisor, but then I either get hung up on or no one comes back to the phone. (RED FLAG)

I mean, seriously, is this how you treat a veteran?

I signed up for Vivint security back in May 2015. At the time, they were ahead of the curve with their great security cameras and automation, so I signed up for a five-year contract. Unfortunately, I had to leave Clarksville, TN for a job opportunity in San Antonio, TX, and then I planned to relocate to New Braunfels, TX. I called Vivint and had a tech come out to uninstall my equipment. At that time, I was told that if I didn't have the equipment installed at my new location, I would still be responsible for the payment of the equipment, even though I wouldn't have monitoring. The tech told me that he would add that to my account notes, and I understood. (RED FLAG)

When I arrived in Texas in July 2018, my property management told me that I wasn't able to have Vivint install the alarm at my new leased home because they had a lot of problems with the company. (RED FLAG)

I remembered the conversation I had with the tech and that I had to let the time of my contract run out even if I don't have monitoring. No problem, I thought, I'll just let the contract run out. (RED FLAG)

But here's the kicker: it's now November 2022, over four years later, and I'm still being charged $64.97 a month. I called to ask why I'm still paying this, and I was told by several SUPERVISORS in different departments that I should have notified the company when I was told I couldn't install the equipment. But the tech in Tennessee never put anything in the notes. They didn't even offer me an option of a refund or anything. I was even told that I would be contacted by a SUPERVISOR on a Saturday, but I found out today before I was put on hold AGAIN that no one works in customer service on weekends. WHY LIE!? There's no remorse, no understanding, NOTHING! They didn't even offer me an option to turn in the equipment or address the situation properly. I've been told multiple times that this is a very unique situation and shuffled to the next person that does nothing to help at all. They didn't even offer me an option to refund money that was paid after my five-year contract. I was also told that my account would be closed. That tells me that Vivint is basically gonna take my money and get rid of proof that I even existed. (RED FLAG)

Let's do the math here: from July 2018 to November 2022, $64.97 a month equals $3,378.44. What basic alarm costs that much?

I might as well have been an investor in Vivint because there's no way a company that's established would treat people this way. This is the reason why a lot of people go to RING and other similar companies because of this type of business model.

And get this: I've written this review, and I'm STILL ON HOLD!

If you don't believe me, just look up the reviews on the Better Business Bureau website.

When I moved out of the Greenacres, FL area in July 2023 Vivint customer service said I would need to pay the balance off on my contract - $700+ unless I transferred my service to where I was moving in High Springs, FL which I agreed to do.

A Vivint technician came to my new house to set up my service but was unable to do so because he could not find strong enough internet service in my area. I have Kinetic by Windstream but Vivint does not use them, they tried T-Mobile, AT&T and others. So because I tried to transfer, customer service said this prior contract fee would be waived.

The fee was not waived and I am still paying monthly for service I do not have and could not obtain. I have called them and written emails and no one will honor their own customer service assured me this contract fee would be waived.

As a prior 10+year customer of Vivint, this is very sad and I will not recommend to anyone I know in the future.

September 2023 I called vivint and explained I'm moving to a rent home until September 2024, the lady was very helpful and after put. me on hold and talk to her supervisor told me that vivint won't be charging from October, vivint will put my account on standby means I won't pay anything untill I moved to my new home in September 2024, just need to call and let vivint know that I'm moving to a new home. My contract will start on where has left. January 2024 I'm still getting build by vivint, I called several times around 5 times and talk with vivint customer support, spent hours on phone with vivint customer support and keep passing me on to different people all the time, the only thing I get explained that vivint will call me back to resolve this situation and wait and wait never get called back. Been customer for 6 years and treated like this is not fair. Can anyone help me with this please. My Vivint ID [protected]

This company is the worst, I had service with them, took hours on the phone and about 8 people to cancel in Nov 23. Husband received offer for 19.99 a month free camera no contract in Jan 24, just received a bill 66.12 for 1/8-1/10 now having issue canceling because agent says we have a contract. I will never do business with this company again, even for free! Horrible customer service!

We sold our house in Los Angeles in November 2023 and transferred the Vivint equipment and account to the buyer of our house.We live in a different state now. I just saw coincidentally that they are still charging us. I remember that I had to call multiple times for the transfer, the line is always bad with lots of disturbances. I wanted to sign in the app, to see the cancellation?transfer confirmation, but the app won't let me sign in anymore telling me I'm not the owner of the account. But they're still chasing me $51,47 IT'S BEEN 2 YEARS! I need my $1132.34 dollars back!

Couple of months ago, it did the same thing and they replaced the wifi bridge, it worked for couple of minths then stopped working again. Now, they want to send a technician to trouble shout it but they are asking for 99 usd fee. I’ve been using their service for 3 years now and it’s not the first time that I had this problem with the camera. They gave me option to avail the protection plan with additional 10usd/mo with additional 36 months contract. Doesn’t make sense to pay for extra for something that’s not my fault.

I am super upset about switching from ADT last year to Vivint. I have had nothing but problems. The chat customer service is terrible, I requested a technical visit due to the same issues over and over and they refused. The billing was initially screwed up as well - I am over this system as I never had so many issues with an alarm company in my life.

I bought a vivint security system that is not working. I live in the city, and my son n-law car has been taken twice. This happened in my driveway,10/23/2023 at around 6:30 in the evening time. I have been with the company for 2 years. I have safety concern about this equipment not working as well as the company claims it should. I have paid a lot of money for this equipment, and this is hurting my pockets, and my safety is being jeopardized. I called this company several time, and as to speak to someone, and all I keep getting is the salesperson directing me to other people.

HELLO I am Michael Green this company in CHICAGO IL IS NOT REAL it is fake there and the mail company is in west provo ut 84604. there is aperson calling me from Hope ARKANSAS at Dollar General store tell me she has bad new s for me but that is to bad cause my until is paid for now I donot need any things thank you PLEASE GET THIS STOP cause my unit is paid for now and I do want any more from this company.

I have been a Vivint customer for approximately ten years. During that period of time, I've experienced tremendous aggravation whenever there was a problem with the system, billing, etc. I am, once again, experiencing this level of aggravation related to terminating our account.

The responses I'm getting from Vivint personnel are absolutely astonishing in terms of their failure to resolve the outstanding issue. At some point, I will write a more protracted e-mail, but for now I will simply advice everyone I know to avoid this company like the plague.

09/02/23 9:47 am I called Vivint for my 88 year old father who was having a problem with his alarm system. After waiting on hold for approximately 15 minutes, I was connected to someone I could hardly understand (obviously Vivint is sourcing out their customer service to another country) I explained that my elderly father had asked me to call in and schedule an appointment to have a technician come out for help with his security system. She refused to help me without him being on the phone. I explained that he is very hard of hearing, has no one there to help him and I live three hours away from him. I asked her if she could call him and she said yes. She then promptly disconnected me and never called him. Thank you Vivint for leaving an elderly, senile old man in distress. I am going to cancel his service with Vivint and switch to ADT asap!

We called to cancel service on February 09 2023. Told them we needed to cancel immediately and that we no longer needed service. We had ADT install their equipment and they took off our old equipment which was already paid for. Vivint was a month to month service not under contract. Fast forward to August 29 2023 my husband notice a Vivint charge. We called and they said that we never sent an email. So they were not monitoring our home because our system was offline yet they charged us for months. No one called. They never told us about an email. They have charged us over $450. Still they did not cancel our service.

Case #CA-[protected]

I have been without live video going on 3 weeks now. I finally called 2 weeks in because it's always so painful to call in knowing it's always going to be an "over an hour" phone call.

I called in on Saturday 8/19 and as of today 8/24, no one seems to have a resolution.

This is completely unacceptable to me that I am paying for a service that I have had no access to going on 3 weeks now. NO peace of mind knowing I cannot keep an eye on my home while I am away OR even when I am home to check outside.

My customer experience has been exhausting and infuriating to say the least.

I requested to have a cancellation after two days of having this service and to have Vivint come and pick up their equipment and to place back my pervious system. The tech guy installed Vivint equipment and intentionally cut my Brinks home system to prove a point. I was advise from the door salesman that this is done so I could see that Brinks don't provide complete safety. This is unacceptable. Now I'm left with an intentionally cut system that doesn't work and Vivint doesn't want to pick up their equipment. I made two pick up appointments and no one called or showed up at my door. This is my last attempt for Vivint to make this right before they deal with my lawyer.