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Vivint(HomeSecurity)
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#21
Vivint(HomeSecurity)

Vivint

Similar to: Frontpoint Security

Our Score
6.8
User Score
1.8

Visit Site

Our Score
6.8
User Score
1.8
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
1,819

This Review is maintained by Chase Sagum

Review Last Updated: June 11, 2018

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 require customers to sign a lengthy contract. The security company is known for “smart home” products and advanced alarm technology.

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 are 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 touchscreen 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, doorbell cameras, smart thermostats, panic pendants, and more. 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, puts the entire home system control panel at the fingertips of the customer, anywhere. It allows customers to arm and disarm their security system, view and record live video feeds from the doorbell camera, lock and unlock doors, control the temperature of their home, and more. Customers also receive instant alerts if door or garage door sensors are triggered.  The application even 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 is 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

7.9
$19.99-$42.99
$0

#2

7.2
$34.99
$99

#3

3.3
29.99-59.95
$99

#21
Vivint(HomeSecurity)

1.8
$39.99+
$0

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  1. User Score
    0
    October 16th, 2018 Merrick, NY
    0 people found this review helpful!
    Horrible service, horrible equipment, horrible customer service.
    Read More
  2. User Score
    1
    October 15th, 2018
    0 people found this review helpful!
    We tried to cancel the service and had to speak to four different emoployees, each one tried to sell us more stuff. In addition, we tried the email the company to cancel and all emails bounced back. We had two different email addresses, but neither worked. Finally we sent a letter, but not certain it won’ t come back too.
    Read More
  3. User Score
    0
    October 14th, 2018
    0 people found this review helpful!
    This system has NOT worked properly since we first purchased it. We have had to call customer service numerous times for them to try to fix the system and they have never fixed it. When it was first Installed they did NOT install all the components we paid for. Had to call back and reschedule for them to install ALL the equipment that we ordered. Customer service is completely useless they try to make the consumer repair the item over the phone without threatening to charge a service fee. The app NEVER works properly. I had a smoke detector go off a few days ago and because there was a glitch on the panel (which there is ALWAYS something wrong with it) the panel was not charging and disconnected the emergency responders call. He then had to call my husband at work WHO WAS NOT HOME to confirm the house was NOT burning down and he is NOT suppose to get calls at work yet miraculously he did answer during work. The thermostat NEVER works properly. Had a $200 electric bill thanks to Vivint not explaining the settings on the panel I called customer service and all they tried to do was pressure me into signing a 48 month contract to get an upgrade panel they wouldn’t even offer a free service to our system to confirm over the next 30 day cancellation period that they require to ensure our system was working properly during that required 30 day cancelation period.
    Read More
  4. User Score
    0
    October 13th, 2018 Colorado Springs, CO
    0 people found this review helpful!
    Military family that moved and they did not honor the military clause in their advertising. I followed their instructions after notification and they put the account in collections without informing me. Horrible customer service and horrible products! Run from this company as fast as you can!
    Read More
  5. User Score
    0
    October 12th, 2018 Rapid City, SD
    0 people found this review helpful!
    It seems Vivint has a great sales pitch and that is where their greatness ends. Not quite a year into having the system and my cameras rarely, if ever work. I have spent HOURS on the phone with customer service to fix the issues. Each time I have the system fixed, another camera goes down, or my personal favorite, none of them record or allow playback. DO NOT purchase this system, it is not reliable.
    Read More
  6. User Score
    0
    October 12th, 2018
    0 people found this review helpful!
    They are horrible. Equipment is not that problem but you could get the same for much less. The problem is the iron-clad contract. Like if 5 yrs is not crazy enough…when the time is up you have to request cancellation in hand written letter and it has to be submitted a month before the actual end of your contract or you automatically get sucked into another 5 yr contract. They suck! And any upgrade they try to get you into another 5yr contract…what the heck! They have horrible customer service and only seem to make a living by enslaving families to pay them monthly if theyre not careful for the rest of their lives. You would never expect a company to be set up that way so its possible to come in to it blindly and get sucked into supporting such a horrible company.
    Read More
  7. User Score
    0
    October 10th, 2018 Cedar City, UT
    1 people found this review helpful!
    Billing – Continued to charge me even after they confirmed the account was closed. Had to keep calling in as their sales teams informed me that they could not help.

    Cancellation of Service – What a joke. The amount of loopholes to go through to cancel this was offensive.

    Guarantee/Warranty – Products started failing less than a year into the contract, refused to replace. After a few months, sensors were not working correctly and was told I would have to pay premium to have a tech go out and adjust (they did not do this correctly the first time they were out).

    Product/Service – Overpriced accessories for system and was not that great to begin with. Cameras were not that great at night and photo quality was meh. (I’m on a 100mb ISP).

    Customer Service – Chat on website for Billing never has worked for me. Always tells me that there are no sales people online. Phone wait time is average 15 to 30 minutes. Multiple redirects to get anything done. Average talk time is well over 30 minutes and they always have to put me on hold and talk to someone else.

    Read More
  8. User Score
    0
    October 10th, 2018 Portland, OR
    2 people found this review helpful!
    They cannot provide service to where I moved which voids the contract. They are still trying to charge me a monthly fee. I have been dealing with this for over 6 months with no solution in sight
    Read More
  9. User Score
    0
    October 8th, 2018 Damascus, MD
    2 people found this review helpful!
    The terms aren’t clear. There’s a lot of doubletalk if you try to get out. How can $30 less per month with no additional “contract” and upgrade on equipment be possible? Because they charge an exorbitant amount for the equipment which they finance through your credit and you have to pay for 60 months more! Unless of course you just buy the equipment outright. Go to ADT much more honest!
    Read More
  10. User Score
    8
    October 7th, 2018
    0 people found this review helpful!
    We have had Vivint for a year and I love it the equipment works good I can pull up my cameras anytime and I can see what’s going on there may have been an issue with my wi fi a time or two but not with the vivint equipment and when I called them those couple of times they stayed on the phone til my cameras were right. But my fiancé recently decided to look into other companies when we realized initially we were told our bill would be 75 dollars a month for a year then go to 49 at a month cuz that was when the equipment would be paid for but when he called a few days ago he was informed that it is actually 5 years before the bill will go down. I don’t know who he will switch to but unless they are really good I will miss the vivint equipment and their good customer service they have when I call them.
    Read More
  11. User Score
    1
    October 6th, 2018
    2 people found this review helpful!
    Poor customer service. The Salesman will say ANYTHING to get a sale. I have been promised a second panel for the past month. I will be told that the technician is coming on a specific day but the day will come and go without any word.
    Read More
  12. User Score
    1
    October 5th, 2018
    0 people found this review helpful!
    I acquired my Vivint service by way of a “con” door-to-door sell job. Fraud by a 3rd party. I had no time to research security cameras as I thought I was getting “a good deal” when I fell for this. The price is outrageous, $65/month for 3.5 years (I would have never done this had I known up front what the terms were, as no paperwork was left with me upon sign-up. I was told it was a free special offer – yeah, I know!). But that was in January 2017. The first year I though the doorbell camera operated “ok’. The picture was not blurry or degraded. During the past few months, the operation of the camera is marked deteriorated. I no longer know when the doorbell camera will work or not. A few months ago I called Vivint customer service and complained. They said I needed a software upgrade. They stated the way the doorbell camera works with the update is different than the way it used to work. They also told me the problems with the doorbell camera would resolve when I upgraded to the newest release. The problems have not gone away. The picture is horrible. It’s blurry at distances. I have pictures on the first year 4th of July that were clear showing us going into the street and shooting fireworks. If you walked up to the door, it picked you up. That is not the case since the software upgrade. I hate the camera. It’s horrible. It’s not work $65/month anymore. What a rip-off. It doesn’t notify you if someone rings the bell anymore. I’ve worked with them several times. I think it’s a mis-match of software and out-dated equipment. This company needs to change it’s practices on how they deal with customers. I wrote to the attorney general after getting ripped-off the first year. I heard nothing. In January 2019, I have to pay and content with this sham of product for another 1.5 years.
    Read More
  13. User Score
    1
    October 5th, 2018 Orlando, FL
    1 people found this review helpful!
    System works good as far as getting emergency service response (when monitoring subscription is in place).

    However, if you use internal door locks or garage controller and have guest in your house with limited access – they can lock/unlock or open the garage just by walking to the alarm panel and clicking the button – not good. This is a major flaw on this system.

    For instance, my wife and I do Airbnb at the house. Thru the Vivint app we can create limited access guess/users to arm or disarm the system, it is easy to do even thru the app on our phones. However, when the panel is in disarm mode it shows the option to unlock internal door locks and to open the garage controller without any restrictions.

    So, if you use internal door locks and/or the garage controller to prevent unauthorized access to certain rooms within your house…. and believe that a limited guess with no access can not open those locks or garage door….think again!! They can open them by simply walking to the panel when is in disarm mode and “touch” the unlock button for the door lock or garage controller.

    This makes the system a waste of money, in my case.

    Now, i have to unpair door locks and garage opener from the Vivint panel (hint – waste of money) and link the door locks and garage opener to my Smart things controller were I can control 100% who can unlock a door lock, and who can have access to open my garage door.

    Hope this help!

    Read More
  14. User Score
    0
    October 4th, 2018 Grand Forks, ND
    1 people found this review helpful!
    Spent many hours and called several times, still no one comes to fix the panel problems. They said every time they will schedule a time coming to fix the problem, but never did.

    They don’t care !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

    Read More
  15. User Score
    0
    October 4th, 2018 Denver, CO
    2 people found this review helpful!
    WORST company EVER – my system intermittently worked off and on over the past several months – they would not do anything to resolve the issue. Finally 2 nights ago and over 2 hours on the phone fighting them they agreed to send a technician out. He said he fixed it, but it did not record him leaving, so I called him back and he came back – reviewed the footage and started calling the IT support. He finally suggested that they replace the panel and doorbell – tech on the phone (apparently didn’t know he was on speaker phone) kept telling the tech at my house not to replace the system, it’s not the system it was THEM, there is a “bug” in their system that won’t be fixed until the earliest February 2019, maybe later, he suggested that they give me a $25 credit – I said get this out of my house. Don’t waste your time, or your money – it doesn’t work!!!
    Read More
  16. User Score
    0
    October 3rd, 2018 Arizona City, AZ
    1 people found this review helpful!
    Run as fast as you can away from Vivint.Beware of their sales tactics and do not make any long term contracts if you do go with them(which I highly do not suggest).If you are a current Viint customer and you have to cancel due to selling your home or whatever be aware that they will tell you you must pay off the contract or go to collections.NO ifs ands or buts to it.They have no concern for anything but the money.True it is a business,but greed abounds here.If you are a current customer DO NOT –I REPEAT DO NOT agree to anything on the phone as they supposedly record everything.I have to cancel my contract due to selling my home.They stated that I would have to pay them for 17 months(over $900)to cancel the contract or try to get the buyer to assume the contract..SAY WHAT!” I do not recall being told this over the phone.
    Just be aware that Vivint will want any and all monies irregardless.They do not care about anything but the money.Greedy people.If you have any choice whatsoever then avoid anyone having to do with Vivint at all.If they come to your door then slam the door in their face.If you are already a customer please take to heart what has just been said about cancelling as it will cost you big time if you have remaining months on your so called contract.PLUS remember agree to nothing on the phone with one of their sales people you will be screwed over.
    Read More
  17. User Score
    0
    October 2nd, 2018
    0 people found this review helpful!
    Horrible company to deal with. The worse customer service I have ever had the misfortune of dealing with. By far the worse managed company going, bunch of crooks.
    I got locked into a 5 year contract and tried to get out of it. I ended up paying these crooks over $800 to leave me alone. That was back in May and I thought I was done with them. Now at the end of Sept they stole almost $90 from my bank account for a service that doesn’t exist. I phoned them and they say it will take 3-5 business days to get back into my account. How many times does this go unnoticed, how many people do they rob daily? Vivint, I should be able to penalize you $1000 dollars a day until the money is back I’m my account just due to your incompetence.
    STAY AWAY FROM THIS COMPANY, YOU WILL THANK YOURSELF.
    Read More
  18. User Score
    0
    October 2nd, 2018 Atlanta, GA
    0 people found this review helpful!
    Worse service I have ever had next to Sprint, so bad in fact I think that they are owned by the same board. Products do not work as indicated service is inconsistent, I have had this service for ten months and it has operated correctly for maybe three. Every time they come out they charge a $49 trip fee after 5 visits and it my cameras are still offline, I give up!!!!!
    Read More
  19. User Score
    0
    October 1st, 2018
    0 people found this review helpful!
    I returned equipment called in an told them it was sent. Was told I wouldn’t be billed an the still took money. On top this equipment doesn’t work half time. Customer service reps are worthless. I can keep on it horrible.
    Read More
  20. User Score
    0
    October 1st, 2018
    0 people found this review helpful!
    What a horrible 6 years of my life. They locked us into this never ending contract that was EXPENSIVE. The price reduced when I moved to a new house, but only because the house was also smaller. They charged me a $100 fee for moving. Fine, I knew I was stuck in this contract so whatever. Next move they want another $100. Now, fast forward to the end of my contract, I call them because I am actually dumb enough to want to see what it would take to get a price reduction and keep them on a little longer. They say that now I need all new equipment and that they have to charge me now for equipment at $850! I already have equipment! But they say it is now obsolete (although they were supporting it before I called), and that I have to pay to upgrade my own system after paying them their monthly fees for 6 YEARS. If this isn’t illegal business practices it should be. Don’t waste your money getting wrapped up in shady contracts with this company. They are horrible and there are better prices, service, and equipment elsewhere. They should be shut down.
    Read More

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Our Score
6.8
User Score
1.8
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
1,819
Our Score
9.0
User Score
7.9
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
2,252