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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.
- Nationwide availability
- Multiple equipment options and automation features
- Lifetime warranty
- Remote access via mobile app
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.
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.
- Lengthy contract
- Expensive rates
- Reports of poor customer service
Vivint’s minimum home security contract is set at 48 months (4 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.
Vivint charges upfront activation fees of at least $99. 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 posted 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 offers three different equipment packages: Smart Protect, Smart Protect and Control, and Smart Complete. These packages range in equipment and features included, as well as monthly monitoring fees and installation requirements. Activation fees range from $99 to $199 and monitoring services start at $39.99 per month.
Standard security equipment that comes with each package includes:
- Vivint SkyControl panel
- Smoke detector
- Door/window sensors
- Motion detector
- Key fob
- Recessed door sensor
- Glass break detector
- Flood sensor
- Carbon monoxide sensor
Smart Protect adds some basic automation features, such as access to the free mobile app*, event notifications, severe weather alerts, and Vivint live service.
Smart Protect & Control includes everything included in the Smart Protect package, plus customers get to choose two of the following smart home services: video doorbell, smart door lock, and smart thermostat.
Smart Complete customers get everything included in the Smart Protect package, all three smart home features (video doorbell, smart door lock, and smart thermostat), and one terabyte of secure cloud storage.
All equipment comes with a lifetime warranty. If any of the system components malfunction or break, Vivint will replace them at no charge.
*Vivint Sky is an update on Vivint’s touchscreen smart home hub that was released in 2014. The update allows users to monitor video feeds and control lights, thermostats, and door locks. Customers can also pair Vivint’s companion app with Android and iOS devices to remotely monitor and control their home security system from anyplace where they have internet access.
With each Vivint home security system, customers are required to commit to a 48 to 60-month monitoring agreement. In order to be eligible, customers must have a decent credit score and own their home. Taxes and fees may apply when installing or canceling, but there is a grace period that allows customers to cancel service without a penalty. After this period, customers will be required to pay off the remainder of the contract in order to cancel.
Regardless of where you are in your term, if you wish to cancel your Vivint services, you must provide a written Notice of Cancellation. The Notice of Cancellation must include:
- Service number
- Written note expressing desire to cancel
- Valid signature
You may email, mail (4931 North 300 West, Provo UT 84604-5816) or fax (8013774116) your Notice of Cancellation. For a cancellation email to be accepted, it must be sent from the email address associated with your account.
Right of Rescission
After installation, you are given a Right of Rescission (ROR) period, which allows you to cancel your agreement without penalty. Please refer to your agreement for more information on your ROR.
If you are within the term of your agreement and your ROR period has expired, you have two cancellation options: you may either find a qualified candidate to take over the remainder of your agreement or pay off the account balance in full. For more information about the account transfer policy, call 1(800) 216-5232 ext. 5020.
End of Term
If you wish to cancel your agreement with Vivint at the end of your term, call 1(800) 216-5232 ext. 5020 for assistance.
Vivint understands that sometimes the unexpected happens. Because of that, the company is proud to offer a cancellation policy that is sensitive to unfortunate circumstances. If a death, bankruptcy, transition to an assisted living home, or other extenuating circumstance is the reason for your decision to cancel Vivint, please call 1-800-216-5232 ext. 5020 for assistance. When you call, please be aware that circumstances that would qualify you for special cancellation require specific documentation. Additionally, calling in does not always result in being released from your Vivint agreement because special cancellations are handled on a case-by-case basis.
Active Military Duty
If your active duty military responsibilities are the reason for your decision to cancel Vivint services, click here to learn more about the company’s military policies.
Vivint requires that one of its certified technicians install your home security system, meaning that there is no DIY option for Vivint customers. Homeowners are required to set up a time and be present throughout the duration of the installation process, which takes an average of one to four hours. While the installation itself is technically free (excluding the starter package, which costs $399 to install if not upgraded to a higher package), activation fees ranging from $99 to $199 may apply.
Vivint’s monitoring centers are located in the United States, but monitoring services are available in all of North America and New Zealand. Features include:
- 24/7/365 monitoring
- Vivint mobile app for iOS and Android
- Vivint live service
- Immediate event notifications
- Severe weather alerts
- Around-the-clock customer care
Do I need an alarm permit for my Vivint system?
It depends on which city you live in. The best way to find out is to visit your local government’s website. If your city does require a permit, the forms should be available online. If not, Vivint can send you the paperwork.
How much does a permit cost?
The price of the permit depends on your municipality. See your local government’s website for this information.
Are Vivint’s call centers accredited?
Yes. Vivint’s call centers are CSAA-certified as Five Diamond Central Stations. They have also been ranked in the Top 50 Call Centers in North America by the International Customer Management Institute.
Why does Vivint use a door-to-door approach?
Vivint has chosen to market its products and services using the door-to-door method because it allows the company to use a personal approach. When a Vivint sales rep comes to your door, they can walk you through the process and help you to customize a security system that best meets your needs.
How do I verify that the sales rep who visited my home actually works for your company?
Verifying Vivint employees is easy. Simply click here and enter the rep’s badge ID.
What happens if I need to move?
If you have been a customer for less than a year when you decide to move, Vivint will charge you a $99 moving fee. If you have been a Vivint Customer for more than a year when you decide to move, Vivint will give you the option to renew your contract and avoid the moving fee. However, if you choose not to renew your contract, you’ll be required to pay the $99 fee.
What is Vivint’s cancellation policy?
You can review Vivint’s cancellation policy in the Contract Details section above.
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