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Vivint

Similar to: Frontpoint Security

Our Score
6.8
User Score
2.6

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Our Score
6.8
User Score
2.6
Rank this Company

Ratings Breakdown

Price

Monthly Price
$39.99+

Up-Front Costs

Activation, Install & Equipment
$0

Technology & Equip.

5/5 = BEST
5/5

Contract Length

Total # of months
60

Cancellation Policy

Can you cancel contract?
Fees May Apply

Moving Policy

Can you move with system?
Fees May Apply

Index

Quality Index (Below 413 is good)
238

Number of Reviews

User reviews here on BHSC
804

This Review is maintained by Chase Sagum

Review Last Updated: April 18, 2017

Vivint Inc. is one of the largest home security companies in North America and currently provides services to over one million customers. Last year, Vivint was voted Best Product of 2015 by PC Magazine. The company offers great warranties and remote monitoring, but charges higher-than-average rates and requires customers to sign into a lengthy contract.

The Good

  • Nationwide availability
  • Multiple equipment options and automation features
  • Lifetime warranty
  • Remote access via mobile app

Nationwide Availability

Vivint is one of the few home security companies that is truly available in all 50 states, so customers all around the nation have access to its products and services.

Multiple Equipment Options and Automation Features

With Vivint’s base security package, customers receive a touch screen control panel, a smoke detector, a door/window sensor, a motion detector, and a key fob. The key fob can be used to arm or disarm the system without having to enter the home. Additional equipment is also available, including recessed door sensors, glass break detectors, flood/freeze sensors, carbon monoxide detectors, tilt sensors, small appliance controls, and panic pendants. For detailed equipment and package information, check out the Equipment Overview section below.

Lifetime Warranty

Vivint offers some of the most advanced equipment in the industry and is consistently pushing the boundaries of what home security can accomplish. The company offers a lifetime equipment warranty on all of its home security and home automation devices, which covers both defective parts and normal wear and tear. This warranty applies for as long as you are a paying Vivint customer.

Remote Access via Mobile App

The Vivint Sky mobile app, which is available for free download on Apple and Android devices, allows customers to arm and disarm their security system, view and record live video feeds, lock and unlock doors, control the temperature of their home, and more. The application also integrates voice control capabilities using Amazon Echo.

The Bad

  • Lengthy contract
  • Expensive rates
  • Reports of poor customer service

Lengthy Contract

Vivint’s minimum home security contract is set at 60months (5 years), which is longer than the industry average of 3 years. If a customer would like to end their contract with Vivint before the term is over, they are required to pay off the remaining contract balance in full. For more information on the company’s contracts, take a look at the Contract Details section below.

Expensive Rates

Monthly monitoring rates start at $39.99 per month and go up from there. There are several competing home security companies that do not charge any upfront fees and have lower monthly rates.

Reports of Poor Customer Service

According to reviews from customers posted here on our site, Vivint customer complaints typically center around sales and customer service. Customers have accused Vivint representatives of employing deceptive sales tactics and not being able to answer questions satisfactorily. Several customers have mentioned Vivint’s poor customer service, specifically in regards to billing practices, phone support, and technician response. Vivint currently ranks in the bottom 10% in user review scores of all home security companies we have reviewed. Over 600+ people have shared their experience here with Vivint and on average, those people have said their experience was roughly a 3/10.

The Bottom Line

If you’re looking for a home security company that offers several automation features and remote system control, Vivint is a good option to consider. However, keep in mind that the company’s contract is lengthy and its rates are higher than many of its competitors. The big thing to watch out for with Vivint are the customer reviews. With so many of them being negative, it’s worth taking the time to research other providers that have a much more positive customer sentiment. Companies like Frontpoint Security, Protect America, and SimpliSafe.

Rank Chart
User Rating
Monthly Price
Upfront Costs
Review

#1

8.4
$19.99-$42.99
$0

#2

8.1
$34.99
$99

#3

6.5
$34.95-49.95
$99

#22
vivint-130x130

2.6
$39.99+
$0

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804 Vivint Reviews

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  1. User Score
    2
    April 26th, 2017 Burlington, IA
    0 people found this review helpful!
    Vivint should be a poster child for deceptive practices. Made the mistake of signing up with them in 2014. Agreements were never kept regarding outdoor cameras. Now 2 1/2 years later they finally agreed to install them (with a contract extension) . guess what? No contact until today when I spent over 40 minutes AT WORK on the phone ON HOLD never getting to speak to a real person., So I called them back and the customer service (talk about the wrong title) told me too bad, you’re stuck with the extension, but we’ll cancel the camera install.

    They sing a great song, but deliver on nothing. With trust being foremost important in my mind when thinking about security, I am somewhat (we’ll see what the lawyer says) trapped in a foul situation with q completely untrustworthy company with deceptive practices at their core.

    Read More
  2. User Score
    2
    April 25th, 2017 Ennis, TX
    1 people found this review helpful!
    For months I went without a smoke alarm or CO2 alarm, after mine quit working and Vivint said I’d have to pay for a service call. It turns out they were under warranty, but I was given incorrect info when I reported the problem to customer service. My console chimed every couple of hours, waking me during the night, to signify the problem. I had to call and ask them to disable the alert.
    Read More
  3. User Score
    3
    April 25th, 2017 Cleveland, OH
    0 people found this review helpful!
    Today, my wife and I are filled with deep remorse. We were working out in the yard yesterday about 4 pm in University Heights, Ohio when a Vivint sales rep approached us about considering their system. Long story short, a very aggressive sales pitch followed by the arrival of technicians to install the system sabotaged our evening, dinner plans, and now we get to pay more money as compared to our local provider. I have only myself to blame for not “yelling” time-out so I could research all the customer reviews I am reading below. Today my wife is sick to her stomach with the strong-arm tactical approach to sales.

    That said, the sales reps and technicians were all professional and polite, so no complaints with the rapid installation and double-check with the home base back in Utah. We also appreciate the camera, the easy use of SkyControl Panel, and the voice system. Time will tell it the “take no prisoners” sales approach justifies the customer experience with this product. The reviews below are not optimistic. So learn my stupidity: don’t let these guys into your home at 4 pm for their sales pitch. That is just disrespectful if not unethical and wrong.

    Read More
  4. User Score
    2
    April 24th, 2017 San Angelo, TX
    2 people found this review helpful!
    We signed with Vivint knowing that we would be moving within a year because were reassured that we could transfer our service without buying new equipment or extending our three year contract. We were told to leave the equipment in the old house and they would put new equipment in the new house because that would help them grow. Their service was fine, but we just didn’t utilize it like we thought we would, so when our three years was up we attempted to cancel. We were unable to without buying out the contract because (unbeknownst to us), when we signed that we had indeed accepted the new equipment, there was a caveat that extended our contract for two more years. (Teach me not to read, right? but it would have been nice if we had been told) Fast forward two years later and I attempt to cancel again. I was told that not only did I have to speak to them on the phone but I had to email or fax a cancellation letter, which I did (April 10). I was told that my contract would be cancelled and I would not be billed again. Lo and behold 11 days later (April 21) I was billed again. I called the service and was told that when I cancelled, my original contract stated that I had to give a 30 day cancellation notice (despite being done with my contract and now on a month to month basis) and that my billing period fell within that 30 days, so that it would not be refunded. However, my account would be canceled on May 10, thirty days from when I sent the email and not 30 days from when I was last billed. I asked why wasn’t I told this when I called on the 10th so I could get my full 30 days. The rep told me that he couldn’t answer that. So I’m paying for a whole month that I am now not getting. He then tried to offer me options to stay. I told him I was interested in options and to please cancel the account. He said that he was required to give these options no matter what. I asked him to transfer me to a manager then so I could skip them. He said he was a manager and they all have the same rules. After I declined all his offers, he then asked me why I was canceling. I told him that it doesn’t matter, I just need it canceled. He said it does matter to him and asked if we were changing to a different company. I told him he wasn’t entitled to know my business and to cancel my account. He said he couldn’t continue the process unless he had a reason why I wanted to cancel. I have no problems with the actual service they provided, I feel like I was misled every step of the way in order to extort more and more money out of me, and I will not be recommending them to anyone.
    Read More
  5. User Score
    7
    April 22nd, 2017
    2 people found this review helpful!
    I have been a Vivint customer over 5 years. vivint has added new products and services since then but did not inform me that the monthly rates have gone down, so I have continued to pay a higher monthly fee with older equipment. Not happy that they did not reach out to me; I had to inquire to see what they were charging new customers and sure enough I’m paying more than I should with the equipment and services I have. Overall I like their products, but C’mon Vivint, Give me a Break!
    Read More
  6. User Score
    2
    April 22nd, 2017 Fort Worth, TX
    2 people found this review helpful!
    Initially we were told that if we moved we would not have to extend our contract at the new house. This proved to be incorrect. Once the entire contract was over, I contacted customer service to cancel and was told I needed to send an email officially stating that I was canceling my service. I did so and was still charged for the next months’ service. I now have to spend at least another 20 minutes waiting for a customer service representative to find out why I am continuing to be charged for a service I have cancelled.
    Read More
  7. User Score
    3
    April 22nd, 2017
    2 people found this review helpful!
    horrible customer service. telling you to basically try ti fix the problem yourself and the reliability of their system is subpar,less than 1 year and we already encountered service interruption(bunch of them)worst is the console saying the system is not connected to their main system and camera not working and lot if times takes time or unable to access the system and dont even try to call customer service they put you on hold forever..no wonder there in the bottom…
    Read More
  8. User Score
    0
    April 21st, 2017 Phoenix, AZ
    2 people found this review helpful!
    I had a friend of mine that referred me to someone she knows that is a Vivint distributor and that person called me on a day when I was very busy moving into my home.
    I had not spoken to any security companies and wanted to check out the company that the former owners of my house had.
    They did a high pressure sales technique and because the guy that my friend knew stayed on the line with the Vivint representative, it was awkward and I felt pressured to sign because of him.
    My monthly fee is 60.00 and I have only a few pieces of equipment. They offered Nest and I was not aware that Nest can be purchased by itself at Home Depot.
    They are charging me an 11.00 fee to have Nest and Nest does not have a monthly fee if you purchase it individually. So this is quite a scam unfortunately.
    I cannot break the contract because it is for 60 months and I’m not even a year into the contract.
    I have several friends that have ADT and other home security for monitoring that pay less than 30.00 per month.
    this is truly unfortunate and I would not advise to use them since there are many other less expensive options.
    The equipment is ok—but not worth the monthly fee that I’m paying.
    Read More
  9. User Score
    0
    April 21st, 2017 Clarksville, TX
    3 people found this review helpful!
    The product seems to be good however trying to communicate with customer service and billing and cancellation is the worst I have ever experienced—They just cant get it right—and some of the people you talk to are rude –I have talked to the billing department approximately 20 times trying to get a take over of the account—it may be impossible
    Read More
  10. User Score
    0
    April 21st, 2017 Alexandria, VA
    1 people found this review helpful!
    make sure your customers are notified via phone, e-mails or certified mail that you are not monitoring their security systems due to miss management tech support at your end!
    Read More
  11. User Score
    3
    April 20th, 2017
    2 people found this review helpful!
    I’m torn between giving Vivint a 3 or a 4…
    I have to be honest but keep in mind they are still pretty new and seem to be constantly making improvements.
    The sales and installation guy was easy to work with. Although they said the cameras would have 2-way communication and they didn’t at first. It wasn’t until 6 months later this became available.
    The equipment/tech is pretty cool and user friendly…. When it works. You can’t have “Billy-Joe-Bob Internet Company” for a provider because the cameras will forever go on and offline. Even if you go with a big name like Comcast there are still issues of them going offline.
    Now if your internet goes down for whatever reason it is literally a 45min ordeal to get your panel connected! So frustrating! Not even joking. I dread power outages!
    I have not had any major issues with Vivint customer service however, they are pretty laid back. But if you have the patience they seem to be nice people just trying to do their job.
    We have thought about cancelling but I dread going through that with them so I’m hoping the get better quicker!
    Read More
  12. User Score
    0
    April 20th, 2017
    0 people found this review helpful!
    2. Subject For This Review*(Select all that apply)

    Advertising/Sales Delivery Customer Service Billing/Collection Guarantee/Warranty Other Cancellation of Service Product/Service

    (01)Vivinit system set alarms on its own. We didn’t set our alarm because our son was coming while we were gone. WHEN IT WENT OFF THE POLICE arrived and wanted to arrest my son.
    (02) We didn’t want anyone to know the alarm settings so we hadn’t set the alarm..
    (03) We had a faulty door in the basement that I had to bypass before I could set the alarm.
    (04) I had the front door wide open and the laundry door as well. I didn’t have the alarm set and as i opened the garage door the alarm went off.
    (05) The finale straw was when it went off at least six times in less than two hours. Fire trucks came along with the police. My wife and I were trying to work out side
    (05) I took it off the wall May 2016. When a tech, came out he said forget the contract.
    (06) We started getting billed again. They said we were under contract still.
    3. R

    Read More
  13. User Score
    0
    April 20th, 2017 New Orleans, LA
    3 people found this review helpful!
    I signed up with vivent when they first started out in my area. First it took them ten months to finish my install due to poor installers. Then they were charging me double what the local competition was so I called to see if they could match the price and they tricked me into a contract extension apparently. So I was with them for four years and sold my house. They refused to let me cancel my service even tho I no longer own the property. I finally was able to get an understanding manager on the phone and he agreed that it was wrong for them to charge me for a product I no longer owned and told me to send in a copy of my lease on the house I was renting. So I sent a copy and called back and was told that it takes up to thirty days to get it processed. 45 days later I call back and talked to another manager who tells me that the last manger was wrong and they were not going to let me out and pretty much deal with it. They lie to get you locked into pricey contracts and your not going to get out of it with out a lawyer. I am in the process of fighting it now just out of principle. But I promise you any other alarm company has the same service for a better price and won’t give you the same issues if you decide to sell your house.
    Read More
  14. User Score
    10
    April 19th, 2017
    1 people found this review helpful!
    Even tho the price was a lil bit higher, I love the system and how easy the app is to use
    Read More
  15. User Score
    1
    April 19th, 2017 Manteca, CA
    3 people found this review helpful!
    Great until you need something. I gave my card # for billing but then my wife was asked for her card# when the tech completed the install. Then they told her it was just a second # and nothing would be charged. So she gave them a card # to an account we seldom deposit in to. Then they billed the card and over drafted the account. She spent an hour on the phone trying to get her card credited only to get a final resolution that she needed to call back 3 days later and talk to someone. That’s bs! I emailed my sales rep I had been in contact and once I had told her what happened, and that they had my card# already and needed to credit my wife’s card she conveniently stopped responding. I emailed again a few hours later and asked where we were at with the credit….no response. Next morning I sent yet another email….no response all day. Also, they put the doorbell camera facing sideways so it has a clear view of the fence….nice. Unless someone trying to break in to my house looks right at it , it is no good because it would only see the side of their head. Camera in my back yard is mounted high on my second story so I could give the cops a clear description of the top of a burglar’s head if there is ever an incident. Then we have to wait a week for the tech to come back and finish the install ?? Not very happy
    Read More
  16. User Score
    0
    April 19th, 2017
    2 people found this review helpful!
    I was lied to by a salesman. While serving in the military I told the salesman (Chris Norton) that I didn’t want the system because I would be getting out of the military in a year and didn’t know if I would be able to afford it. He said that wouldn’t be a problem, and that I wouldn’t have to continue the service after I get out of the military.
    Now two years later I have tried many many times to tell Vivint about this but they don’t seem to care, and I am still paying the bill. They want to charge me $2000 to cancel their service. This is actually more than just continuing to pay for the next couple years. They obviously encourage this type of deceit in their salesman in order to make money.
    Additionally their service department is completely inept. I called Vivint at least five times to tell them to stop the service at my old residence after I moved, and yet it still took them a year to do so. I would call and tell them to stop, then a month or so later I would get a call from them to say there was a break-in at that address. They were not break-ins, rather Vivint was sending the police to investigate the current residents entering their own home.

    Vivint lies to get customers, and wastes the time and money of police because their service staff is either too dumb or lazy to do their jobs.

    Security is now offered through many other avenues to include cable companies, cell phone companies, or DIY from a home improvement store. I recommend exhausting all other avenues before trying Vivint. Even a small barking dog would be a better option than these criminals.

    Read More
  17. User Score
    0
    April 19th, 2017 Killeen, TX
    2 people found this review helpful!
    These people are absolutely awful. The installer breaking my door frame installing a sensor should have been a heads up. After having been with the company for three years paying on time via bank draft every month, was told we couldn’t cancel our service when we sold our home – we could only suspend the billing for three months. Three months later, nothing is happening so we waited another month then called Vivint to inquire as to why we had not received an invoice. Their response was pretty much “whoopsie” and then they sent us an invoice demanding immediate payment as we were 60+ days past due. WTF? Five months later we come home to find our alarm going off and had been going off for over 2 hours. We were never notified and law enforcement was not notified. Vivint’s response was that they had forgotten to turn the monitoring back on. We asked for a refund of the last 5 months fees as they had not provided service. They offered us less than 10% of what we had paid. We asked to be released from the contract as they had not provided service. Their response- you’re suppose to test your system every month so we should have known it wasn’t working. Their attitude is that the customer is at fault for everything. Oh and every time we called, we were on hold a minimum of 20 minutes and usually closer to 40.
    Read More
  18. User Score
    1
    April 18th, 2017 Andrews, TX
    3 people found this review helpful!
    We have had our Vivint system for 22 months and we hate it. The sales guy was nice enough, but he was very pushy and didnt answer the majority of our questions. At the time, I couldn’t find much information online about this company, but I have seen enough for myself to tell everyone to avoid them like the plague. Yes, the equipment is cool and was useful for a time, when it worked. Our system includes: the doorbell camera, 2 glass break detectors, 2 motion sensors, 3 door detectors, 2 door keypad locks, a second camera that can be moved about the house, garage door opener, 2 boosters/dimmer switches, and the space monkey storage device. The cameras worked half the time, they would detect a tree or cat moving, but someone could walk up to the door and knock before it would detect them. It would record clips when it felt like it, I.e., 30 clips a day of the cat walking around the driveway, and only 1 clip of me leaving the house on a day when I had been in and out working on the yard where the camera could see me. It was cool to be able to speak to a visitor thru the doorbell, but that was only when it detected the visitor. The system believed that the back door was closed when in fact it was wide open most of the time. The glass break detector in the front bedroom would go off occasionally when I opened the door to that room. I guess I disturbed it’s peace since that room wasn’t used very often. Getting someone out to fix our doorbell when it quit working was like trying to brush a cat’s teeth. When they finally arrived, we were informed that our doorbell was old and obsolete and that we could purchase a new one for $50. I threw a fit and got it free because we had only had our system installed for about 3 weeks. How was it old if we just got it and why did we pay $250 for old equipment? We have never used the space monkey because I couldn’t figure out how to use it and customer service/ tech support treated me like I was stupid, so it became a shelf ornament.
    When we finally adjusted to what could and couldn’t be used when and how it decided to work, we came upon a new issue. Not long after we got the system, my husband was laid off and for most of our contract with Vivint, we struggled to keep our home to house this crappy system. Now, we have lost our home and I called to have the service disconnected. They suggested that I have the system moved. Funny. They apparently can’t install any of the system components in a camper. I paid for all of this equipment up front, so why not keep it until a later date? They won’t send a technician to remove it from the house unless it’s going to another house. They suggested that I have a neighbor, coworker, friend, family member, the buyer of our house take over the contract or pay off the remaining balance of over $3,000. Now this is really funny, I have no family where I live, no friends really in the city I live in, and none of my coworkers can afford the BS this company peddles. My neighbors that have tried it have told the rest of the neighborhood to shoot the next vivint salesperson that comes into the neighborhood. So, in the end, no, I have no one to take over the crappy service. Who knows who the next owner of the home will be. If I had $3,000 laying around, I would have paid my mortgage to keep my home. Oh, and since I couldn’t put my equipment in storage, I had to leave it in the house and before I had finished moving, someone broke in to my house, stole some furniture and several parts of my security system including the panel. In the end, I no longer have the complete system to push on someone else, I’m out $250 in equipment, and I still have to pay almost $100 per month for a system that I can’t even use. And how does someone steal a home security system? Isn’t the point of home security to keep intruders and thieves out of the home? So, I’m going to put a stop payment on them and then close my bank account to get them away from me. I don’t care if it goes on our credit, we already have a foreclosure and repo, so what?
    Read More
  19. User Score
    10
    April 18th, 2017 Seattle, WA
    1 people found this review helpful!
    My Parents had Vivint. They only had it for almost 2 years before they died. Vivint could not have been any easier to deal with. They cancelled services right away. I was never on hold for very long and they were very pleasant to deal with, which during my parent’s deaths I really needed companies to be easy like they were.

    I was also impressed with the company as a whole. My dad was a notorious “button” pusher by accident, but they called each time and were so nice. They were also very fast with calling my parents. My mother was notorious for being slow to the alarm when coming home and would forget the code constantly, again Vivint was more than accommodating and always the best with customer service.

    Now I am considering home monitoring myself. I have a lot of research to do but even with a 5 year contract I think it would be worth it if they still have the same out standing customer service.

    Read More
  20. User Score
    1
    April 18th, 2017 Odenton, MD
    2 people found this review helpful!
    Watch out on their contract if you ever sell your house. You’ll need to fully pay off the contract or Vivint will leave it and control in your name. This is VERY BAD. Only the current owner should have access to the security of their house. This policy needs to be changed!
    Read More

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Our Score
6.8
User Score
2.6
Rank this Company

Ratings Breakdown

Price

Monthly Price
$39.99+

Up-Front Costs

Activation, Install & Equipment
$0

Technology & Equip.

5/5 = BEST
5/5

Contract Length

Total # of months
60

Cancellation Policy

Can you cancel contract?
Fees May Apply

Moving Policy

Can you move with system?
Fees May Apply

Index

Quality Index (Below 413 is good)
238

Number of Reviews

User reviews here on BHSC
804
Our Score
9.0
User Score
8.4
Rank this Company

Ratings Breakdown

Price

Monthly Price Range
$19.99-$42.99

Up-Front Costs

Activation, Install & Equipment
$0

Technology & Equip.

5/5 = BEST
5/5

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Pay Balance

Moving Policy

Can you move with system?
Free

Index

Quality Index (Below 413 is good)
77

Number of Reviews

User reviews here on BHSC
1,878