Vivint

Vivint

5.9

Our Score

1.4

User Score

Vivint Smart Home offers home security, security cameras, and home automation devices for residential homes. Right now, the company has no activation fee. However, if you opt to finance your equipment, you're locked into a 5-year contract with high monthly fees.

Because Vivint has received an abundance of negative customer reviews, we recommend you compare Vivint to the best home security companies in the industry.

Pros

Vivint Smart Home Automation Features

One of the ways Vivint is trying to separate from the competition is by positioning themselves as more of a 'home automation' solution. Customers can use either Vivint's SkyControl Panel or Google Home as a hub to control and communicate with all their smart home devices. The great thing about the SkyControl Panel is that it uses two-way audio to communicate with Vivint's monitoring team, so customers have instant access to support.

To control smart devices remotely, homeowners can use the Vivint Smart Home app. Vivint's app is highly rated in the Apple app store (4.6/5) and Google Play (4.5/5). With the app, you can control and see the following:

  • Arm and disarm home security
  • Lock and unlock your front door
  • Check the status of your window and door locks
  • Open garage door
  • View live feed on doorbell camera
  • Use two-way audio with doorbell camera
  • View live feed on indoor and outdoor camera
  • Turn lights on, off, and dim
  • Adjust smart thermostat
  • View smoke detectors

Vivint's home automation system is compatible with common smart home hubs, such as Amazon Echo, Google Home, and Amazon Alexa. For environment controls, Vivint sells both the Element Thermostat and Nest Thermostat. For lighting, Vivint integrates with Philips Hue - LED bulbs that you can control the brightness levels of with your voice or mobile app.

Month-to-Month Contract Option

If you purchase all of your equipment upfront from Vivint, you can be on a month-to-month monitoring contract with them, meaning you can cancel at any time. Without purchasing equipment upfront, Vivint locks customers into a 5-year contract. This month-to-month contract is a great option for those who want to own their equipment immediately, which will cost anywhere from $500 to $1800, depending on what equipment you want to purchase.

Cons

Costly Equipment + High Monthly Monitoring

Vivint's 24/7 monitoring packages start at $39.99 per month and go up to $49.99/month for video monitoring. This is a bit higher than other leading industry providers, considering equipment needs to be purchased separately. Specifically, their lowest plan is priced considerably higher than other industry-leading providers and their respective lower plans.

The table below compares home security systems from Vivint, Protect America, and Frontpoint. The two big differences you'll notice between Vivint and Protect America is 1) upfront costs and 2) customer satisfaction. Protect America doesn't have any upfront fees, Frontpoint has low upfront fees, and Vivint has high upfront fees. Next, Protect America customers rate them an average of 8 out of 10, while Vivint customers rate the company an average of 1 out of 10. Another point worth mentioning is Vivint's 5-year contract vs a 3-year contract from the compared companies.

Undisclosed Pricing

Another point worth mentioning is that Vivint doesn't display their package or individual equipment pricing on their website. Instead, the company relies on door-to-door salesmen to advertise technology and pricing. In order to sign up with Vivint or get an estimate, you'll either need to talk to a salesman in person or speak to customer service reps. In our section below on negative Vivint security reviews, note that the door-to-door salesmen sometimes have high-pressure sales tactics, don't fully explain the contract, and make some homeowners feel like they have to make an instant decision.

5-Year Contract

Vivint provides equipment free of charge, with one major caveat. You're basically signing a 5-year (60-month) home security contract. And these contracts aren't too forgiving for those who want to cancel their home security or are moving. A customer is expected to pay the remaining balance of their contract in the event that they try to cancel early.

Vivint has professional installation service- there is no option for DIY installation - which some people prefer. The company charges $50-$200 for this professional installer.

Negative Vivint Reviews

There are many negative Vivint reviews from customers on our site and the majority of them touch on poor customer service and the long contract that ranges from difficult to impossible to get out of. Common themes among these customer service reviews include:

  • Deceptive sales tactics
  • Poor service
  • Poor billing practices
  • Slow technician response time

You may be wondering why there are so many negative reviews of the Vivint alarm on BestHomeSecurityCompanys.com, when other review sites rate them high and have positive reviews. Unlike other review sites, we do not allow companies to pay to remove reviews, nor do we filter out reviews just to boost or lower a company's overall score. We have received over 1,500 negative reviews here on this website regarding Vivint from real customers.

Compare Reviews to Protect America

Our Recommendation

Vivint is a well-known home security company that does not charge for its devices upfront. The smartphone mobile app allows you to control your home security systems and smart home devices from wherever you are. However, with a 5-year contract and high monthly monitoring rates, Vivint's home security systems may be too expensive. Most importantly, we recommend choosing a company with better customer reviews. There are also more affordable home security companies that don't tie you down with long contracts and have a deeper history of high-level customer service. 


Vivint Home Security and Smart Home Packages

Vivint has various home security solutions (24/7 professional monitoring) with a variety of equipment available. If you use their monitoring services, you will be personally alerted via the Vivint Smart Home app, and if your alarm goes off, their customer service reps will call you and assess your situation before dispatching emergency personnel.

How Much Does Vivint Cost?

Vivint offers three home monitoring packages: one for home security, one for home security and locks, and one for video monitoring. The prices listed below are for monitoring only. You can purchase your equipment upright at cost, or you can finance your equipment for an additional $5 to $30 per month, depending on how much equipment you want.

Smart Protect: $29.99/month

  • SkyControl Panel (smart hub)
  • Vivint Smart Home mobile app
  • Alarm - burglary detection
  • Door / window sensor
  • Motion sensor
  • Glass break sensor
  • Smoke / fire sensor
  • Carbon monoxide sensor
  • Flood / water sensor

Smart Protect + Control: $39.99/month

  • Monitors equipment in the Smart Protect package
  • Smart door lock
  • Smart garage door control

Smart Complete: $44.99-49.99/month

  • Monitors equipment in the Smart Protect + Control package
  • Vivint Doorbell Camera: HD camera, 180-degree view, night vision, two-way audio, live streaming, custom push notifications, and visitor detection.
  • Vivint Outdoor Camera Pro: 1080p video and HD zoom, 140-degree view, night vision, two-way communication, detects threats, and sends notifications to your phone.
  • Vivint Ping indoor camera: HD wide-angle lens, two-way communication, infrared night vision, one-touch calling, and custom mobile notifications.

If you purchase a video monitoring subscription from Vivint, you can have 30 days of cloud storage for up to four cameras (doorbell camera, outdoor and indoor camera. Add another camera for additional costs. The 30-days includes 24/7 camera footage stored to the Vivint Smart Drive (1TB).

Car Guard

  • Car maintenance reminders
  • Location tracking
  • Tamper alert
  • Sync with your home automation or home security system

How Do I Cancel Vivint?

To cancel your monitoring contract with Vivint, you will need to send in a written request that includes your name, address, and account number. If you are in a 5-year contract with Vivint, you will have to pay the entire balance of your contract when you cancel. Make sure to cancel within the window the company gives you. Customers who have tried to cancel even a couple of hours outside of their cancellation window have been denied.

How Long is Vivint's Contract?

When you do not purchase equipment upfront, you will need to sign a 5-year contract with them. If you want to purchase all of your equipment upfront, you can be on a month-to-month contract. Don't want to pay for equipment upfront or be locked into a 5-year contract? Check out Protect America.

Does Vivint Offer Solar?

Yes, Vivint Solar operates separately from Vivint Smart Home. Customers may be able to integrate their solar panels with their Vivint Smart Home and manage all from one hub.

Ratings Breakdown
Monthly Monitoring Fee $39.99-$49.99
Install & Equipment Fee $500-$1800
Contract Length 60 Months
Cancellation Policy Undisclosed
System Relocation Fee $99
Number of Reviews 2,480
Review Last Updated: March 27, 2020

Real Customer Reviews

The home security reviews on our site are left by both customers organically looking to share their opinions and customers whose opinions have been solicited.

In order to ensure the legitimacy of reviews on BestHomeSecurityCompanys.com, all reviews are moderated by real people. We check each review for fraud and violation of our review guidelines. Customer reviews are unbiasedly checked and used to rank the home security companies on our site. You can read the breakdown of how we rank companies here.

2,480 Vivint Reviews

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0

Score

Victoria

Mar 2, 2020

Equipment always needs some kind of update and never works properly for long. They are super expensive for the same thing you can get with ring or simplisafe. Not worth the money at all. Let's not even talk about the 5 year contract. NO, NO, NO, NO, NO!

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Cecil Robinson

Mar 2, 2020

Did not work as promised. 2 minute delay or longer after doorbell rings before you can see who was there. Visitors are long gone before you can react. Extremely expensive equipment and monitoring. Look elsewhere or better yet, install one yourself. If you are going to move anytime within 5 years, do not use Vivint. Vivint should be avoided. Too expensive.

0

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Donnie

Feb 29, 2020

Equipment failure all the damn time. Customer service is rude and not willing to help. If the equipment worked, it would be a great product but since it does not work you can buy a $30 camera and watch your own home because they are more reliable than vivint trash equipment. We have missed extremely important recordings because of this trash system. STAY AWAY FROM THESE CON ARTISTS

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rebecca smith

Feb 28, 2020

My home was broken into a week after we had an upgrade done. They went to the breaker panel shut off the power to the alarm panel which shut the whole alarm system off. We still havnt heard from vivint never was notified that the system went offline not one call from this company! More to come Steve Smith

0

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Glenda Foster

Feb 27, 2020

Moving to new location so I needed to move phone service when suddenly I was offered home security at $46-and $15 a month. Less than a week later equipment problems. Called for help but he was 2 hours late. He refused to my request and gave me lip service that I was not to have equipment without landlord approval.I signed electronic but couldn't read it. He talked very fast. I'm getting out asap.Only eight days in.

0

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Craig

Feb 27, 2020

Horrible company, horrible equipment, horrible customer service and there crooked as they come!! Stay away! You are the worst vivint! You should be ashamed!

1

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Barbara Schulze

Feb 27, 2020

Impossible to cancel. Sent mandatory email to cancel as I was moving and paid $150 to buy out the contract as I was moving. I was then charged by automatic withdrawal from my bank the very high monthly fee of $53 twice after I cancelled. I followed up two times and both times they said they did not receive either one of my two emails. I was promised for the second time an auditor would handle this. I asked that the auditor call me and I was told they don’t make outbound calls and only the Sales Department made outbound calls. My next move is to call my bank to stop them from taking any more money and hopefully get my monies back. There are many home security companies and systems, please look elsewhere.

0

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Sarah

Feb 26, 2020

I paid more than the prices advertised here. $60.99/month for a 42-month contract. It was also very difficult to cancel. I sold the hold, and the new homeowner disconnected the panel, but I was told they would still charge me through the end of my contract, even though no security or monitoring services were being provided. Total ripoff.

0

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Bernard Watson

Feb 25, 2020

Signed a contract and was told it could be transferred to a new owner. The new owner called to transfer and I called to approve the transfer. For about a year the new owner has paid the monthly and my credit card has also been charged. 4 phone calls to cancel has been ignored and now I’m told I will not be released from the 5 year contract. They are crooks

1

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Geady

Feb 25, 2020

Called to lower my monthly bill to 23.14 a month and they agreed if I signed a 12 month contract. Received an email stating the new bill was $31 a month and I was unable to cancel because it was now past 24 hrs. Crooked company to say the least.

0

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Vicky Chicago, IL

Feb 24, 2020

Impossible to cancel. Total ripoff.

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ken bruce

Feb 23, 2020

Terrible customer service and the product is unreliable. I don't trust the system due to all the failures and constant reboots. The cameras work randomly so we don't get all the video we should. My visa was compromised so I declined giving them the new data, we pay by cheque on a monthly basis now. We don't call them anymore just waiting for the contract to end . Sure am happy we signed a 3 year term.

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shogun Chicago, IL

Feb 22, 2020

worst company ever,no one coming to fix and still charge me..

0

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Mel M

Feb 21, 2020

Worst Security FRAUD System out there!!!!!!!! I paid for ALL of my Equipment UPFRONT!!!!!!! Yet, upon canceling for yet again raising my monthly fee now to $68.97 from $49.00 starting a year ago, they sent me a document showing a 5-year Contract I am supposedly in, which I did NOT SIGN with a FAKE SIGNATURE of my name!!!! I never sign with just my initials!!!! My banks will provide proof on this and I am getting lawyers involved as we speak and we will be pursuing legal action against this company and sue them with FORGERY which is a state FELONY in ALL 50 states!!!! They will get what’s coming to them !!!!!!! You have been WARNED!!!!!!

3

Score

Alicia Maguire

Feb 21, 2020

I was told my monitoring fee would never go up. Called last month to cancel if they didn’t give me the $39.99 rate back (they started charging $41.99). This month they charged $42.99. I am done with these people!! Horrible customer service.

0

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Spencer Ruble

Feb 20, 2020

I feel ashamed that I was blatantly deceived by Vivint sales person. I paid well over 1K on equipment (sensors only, no video or any fancy additions). I run around the house continuously changing sensor batteries ($10 batteries for 1 motion detector). Called to cancel service after 2.5 yrs. and shocked to find out in 5yr contact!! I had never heard such thing. I don't sign 2yr phone contract and buy phone outright. Future customers beware!!!! Don't let them hand you tiny electronic pad to sign their 5yr contract which they know you can't see or have time to read fine print. You'd hope a home security company wouldn't scam the people they are supposed to help protect.

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Neil Lockman

Feb 19, 2020

I was lied to by a salesman. I specifically asked a question 3 times and was assured each time. It was a rebate for $ 300 at out electric company. And it was supposed to be very simple and quick. Needless to say I spent a lot of time trying to figure it out. A $20 gift card was the extent of it. I wish I could get out of my comtract. Their customer support was not worth a blank either. Do not buy this system. They lie and don't care about it.

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sterling smith

Feb 19, 2020

These people are so shady. I had constant equipment issues. When I moved and cancelled my service they continued to bill me for 6 months. I had to phone and email them more than a dozen times. Completely ripped off

0

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Sherri Morrissey

Feb 18, 2020

WHAT A SCAM! Do not use this service. They literally extort money from you, even if you move away. I moved out of a house that I had installed a Vivint system in. When I moved out, in order to cancel the service for the system I no longer would be in control of, I had to pay off all the equipment and HALF OF THE REMAINING CONTRACT. So they basically forced me to pay off a service on a house I don't even live in anymore. Not to mention their equipment is faulty and unreliable. Don't even get me started on their customer service. Use Ring or Nest or ANYTHING ELSE. I swear, you will regret ever signing up with this company. Canceling is like getting shaken down by a mob boss. There are so many other less expense and more reliable choices to use to protect your family. This is NOT it. Please, for the love of humanity, do NOT Use Vivint for your security needs. The only thing they protect is their own wallet.

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Andrea

Feb 18, 2020

NEVER WORKS!!!!! DO NOT GET VIVINT! IT'S THE WORST! I have to call them almost every week to get something fixed. It just stops working all the time. Their customer service is pretty good but I literally spend 40 minutes on the phone every time I have to call them.

0

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Dave C.

Feb 18, 2020

System rarely works. When our contract was up they offered to upgrade the system but instead ruined it, charged us and then slapped another two years on at higher price. Now nothing works.

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Gregory Tauber

Feb 18, 2020

I called to purchase my Vivint Home Security System in October/ 2019 and before I got the system installed I called back to Cancel the Service. The Salesperson I spoke to offered me a Free 14 Day Trial Period to Try out the Service and if I didn't like it for ANY Reason I could Cancel for a FULL REFUND! I agreed to TRY IT and then after 3 days I decided to call back and Cancel the Service. The Customer Service Dept. could not get the Salesperson back on the line and they also said that had NO Record of my 14 Day Trial Period. I suggested that they just review the Original Calls that I am sure are recorded. They didn't do that and they insisted that I could not Cancel. Now I am being Billed for the The Service at $50 per month plus the Financing Company charging me for the Cost of the Equipment which is like $600.00. This is a Big Mess and I wish I had Never Ordered the Equipment in the first place. For a Company that is supposed to be in the Security Business it's amazing how they are Ripping People Off and Stealing People's Money! I think that is Ironic. Now my Credit that I worked so hard on getting perfect is going to be ruined!!! Thanks for that Vivint... YOU SUCK!!!

10

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Jose

Feb 17, 2020

I honestly don’t get how there are so many bad reviews... I LOVE my Vivint system. Everything works together from one app, I can even keep track of my car and be notified if someone ever bumps into it in a parking lot or if someone tries breaking in. The sales rep that set us up with the system was very transparent about the deal. I knew I’d be purchasing the equipment and of course there’s a contract.. DUH! You’re FINANCING the equipment. The contract is a financial agreement with Citizens One, but there is no contract for the service with Vivint. THIS SITE IS WRONG... It’s month-to-month... These other hardwired and wifi based systems are outdated and prone to vulnerability. Vivint’s new Smart Hub has a 256-bit encryption which prevents my 2-way voice 4K cameras and system at large from being hacked. Also, the cellular back up signal comes directly from the panel so there’s no need for a box in your closet. I wouldn’t expect to get a brand new iPhone or Galaxy Phone at the price of an older version or even a flip phone. I knew it would be a little more expensive then going with a company like ADT or SimplySafe, but you get what you pay for!

0

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Bob riney

Feb 15, 2020

Poor service, poor equipment, overall dissatissied with the entire company.

1

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Erin Ashburn, VA

Feb 15, 2020

Their customer service is trash. We have been calling for months to resolve a billing issue and each time they say it will be fixed...then when the billing date comes around again, it is not fixed. They give us the run around and tell us to email things to them and then say we took too long (we sent an email literally 2 minutes after we hung up with them. It is the absolute worst customer service we have ever experienced.....each rep tells us the person we need to talk to is not there that day no matter what day we call.

10

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Fake News

Feb 13, 2020

Have had Vivint for over a while and it works perfect. Looks like these reviews are from the same person or a computer (hint: most every post is from San Jose in this thread). Vivint has well over a million customers all over North America and it’s weird to see almost every post from the same place. Use credible customer review sources like the App Store or the Google Play store where only actual users of Vivint can actually rate the system rather than competitors (hint: this website is probably sponsored by Protect America with all of the mentions above). As a Vivint customer I have to say that most of these issues below seem to be made up, like when it says that Vivint offers 4 year contracts when actually it only offers 5 year contracts. Beware of fake Vivint salesman, always verify their Badge ID because since they are the largest smart home provider in North America and the top rated home security system in the US there are many phonies. To end, I have loved my Vivint system and if you don’t believe me ask a neighbor that actually has it rather than reading these fake reviews.

0

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SISAY Fikre HAILU

Feb 12, 2020

They were very deceptive on the we signed the contract. Lots of false promises very bad services, they didn't install their equipment properly and we're still paying the bills. When we asked them to send us technicians, they sent their failed equipment and told us to do it by ourselves.

1

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Ron

Feb 12, 2020

First call made to them and I hear someone in the background mocking and joking with the rep I was speaking with. I confronted the rep and he said he was in a call center and they try to pass time. I asked to speak to a more professional rep or a supervisor and the rep got offended. I, again, request for a supervisor and the rep hung up on me. I called again and a rep named Steven answered and advised their was only five of them at the call center I was being transferred to in Salt Lake City. He also refused to offer supervisor numbers. He also advised that any alerts go to either them or another call center. THIS IS TERRIFYING CONSIDERING THEY ARE DEALING WITH HOME SECURITY!

0

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Jennifer Quintrall

Feb 10, 2020

If you are looking for a good security company DON'T FALL FOR THIS ONE. Its terrible. Also if you want to cancel your service because of how terrible it is you have to pay off the remainder of your contract to do so. The app never works, it only records for 20 seconds at a time and then doesn't start recording again right away if someone is still there. AWFUL DON'T DO IT!!!!!!!!!!!!!!!!!!!

1

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Donna schultes

Feb 10, 2020

After 2 years of paying for system, we had our first breach. We were not notified via phone and police were called by us not Vivint. We found out that they did not have any correct contact numbers. A few months later I attempted to give them a new credit card number only to find they still did not have our correct contact numbers! They have no record of us discussing these issues! I rated them a 1 due to the ability to monitor our home ourselves on our cell phone which is the only positive thing I can find. Costco and Sams club offer this system, don’t be fooled by that!

0

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Gerald

Feb 9, 2020

worst company ever. caught a family member of mine, drunk in a bar, and sold them this, locked them in for 5 years. cannot get out. do not use this company !

0

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Troy Rice Salt Lake City, UT

Feb 9, 2020

Customer service is almost non existent. I've been trying to get them to cancel 5 accounts now for a few months, these 5 accounts have been taken over through them and are being paid for by the new owners yet they keep hitting my account for $51.47 for each account each month. Mind boggling as they apologize every time, say I have a refund coming and it's fixed. Well they continue to take $ and we continue to have same conversation. Complete joke.

0

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Stephanie

Feb 8, 2020

Terrible service , camera stop working. Vivint want me to pay 49.00 for a tech to come out . Really!!

0

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Joe G

Feb 5, 2020

Requested self monitoring, just wanted to pay for equipment. THought that was understood with initial phone call. Vivint sent a "brand new gentleman" god bless his heart took all day to install my equipment and couldn't really explain anything else. 2 years later, once I payed enough to pay off the equipment I was wondering why they were still taking payments from me. Come to find out I was placed on a 5year contract and being charge $50 a month to use the app.

1

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Deanne Davis Nashville, TN

Feb 5, 2020

The service is fine until you want to end it. Moved 7 months ago, canceled before moving, but a $65 charge popped up. Vivint said I was on a deferment and refuses to reverse those charges for a system that is neither in use or even hooked up. Paid faithfully for 8 years, but that clearly is no incentive for them to right the wrong. Disappointed. Will not use or recommend them.

0

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Jack

Feb 4, 2020

Never let vivint have automatic withdrawal from your account. That how they get you because it's difficult to cancel. Crocks

0

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Eva campos

Feb 4, 2020

Vivent is a fraudulent company. First they said I signed a 4-yr contract, which I did not. I asked for a copy and it is not my signature. 2nd, unit keeps failing and they say “per contract” they have to walk us through to fix problems. If we cannot do it, they charge around $59 to come out, even though I pay a monthly service that is always failing. 3rd., they sent us a product to replace an old one but failed to include message in package to return old product. When we were finally told why we were being charged $249 on top of our $92 monthly payment, we returned product. They call us every week demanding payment. I’ve given them tracking # and each time they say..”Oh sorry. We see product returned. Sorry for the call. We will take note.” But they continue to harass me every week. I will contact an atty. this company not only provides terrible service but they are fraudulent in paperwork. We r in our 70s and tired of this. I have NEVER missed a payment with co. Heads up. When u sign any document, make your own copy.

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Jenna Hill

Feb 3, 2020

A sales rep came by on a Friday afternoon saying Vivint is looking for model homes to offer trials of their equipment and services. I agreed to the trial and the rep said he was going to work hard to make sure we got a good deal of $20 only to have the system and monitoring in our home for 3 days on a trial. He also said that he could get us the trial for 7 days instead of 3. The appointment took so long that I had to go to a doctor's appointment but afterwards, he came back and we discussed it again. He said that actually the amount would be $70 for the trial. Strange. I still thought that we were getting a deal though, at 10 dollars a day for 7 days. I had him provide written confirmation that we would get the trial for 7 days, risk-free. The installation began within 20 minutes of talking to the rep - He was still on my couch when the installation tech showed up ready to install. I wouldn't have agreed to this trial if I'd known I wouldn't be able to schedule a time for the installation. This was in the middle of me needing to pick up my daughter from preschool. Guy wasn't done until after my daughter had been in bed for an hour and a half - it took nearly 5 hours for the installation to complete. My husband and I tried to cancel later that evening. When my husband called, he sat through two waiting periods before finally being told that he would need to call back on Monday to speak with the Customer Loyalty Department about cancellation. During his phone call, however, he was also told that our rep should have never told us that he could get us 7 days instead of 3 because we would have been put under contract after the third day. I should also mention that the "assistant manager" who came to install the equipment also boasted that he could try to get us a full month before canceling the "trial". Things started feeling sketchy at around this point in the ordeal. Anyway, the following Monday I called Vivint's Customer Loyalty line and was very cordial when I explained that we wanted to cancel the trial. The rep said he would make a note in our account and gave us the date and time of our scheduled uninstall, which was going to be in 6 days. Great, fine. Later that day I was looking at my online banking statement because my debit card was declined during my lunch break. Come to find out, I was double charged the $76.46 (and my bank had a serious system failure causing no one's deposits from the last three days to post which contributed to this issue, but I digress.) So I called Vivint a second time, livid, but didn't swear. I think anyone in this situation after only 2-3 days would be absolutely equally upset, if not more so. I asked him when I could expect my refund of both charges. Justin said that one of the charges was from Citizens Bank and that it’s part of the trial. I said that can't be right because they both show as identical charges. Regardless, I asked when I could expect to see my refund since I would be out nearly $160. He said that refunds couldn't be issued until the equipment is removed from my home in 6 days. And he was very matter-of-fact, as if to say "sorry 'boutcha luck!", when he said it. So essentially, I'm missing the better part of $200 for nearly a week, all because I decided to try out this new home security system. This has by far been a surprisingly terrible experience from day one, which only continues to get worse. The same rep, Justin, said that in order for cancellations to officially process I would need to submit a written request via email. This is something everyone in the line before him neglected to mention. And judging from the way our experience has been thus far, I'm not confident that the company would've acknowledged the error on their part - by not informing us - and not put us on the hook for the entire cost of the equipment plus monitoring - because of THEIR mistake. Nonetheless, I submitted the email and made sure to include the verbiage Justin said we needed to include in the email. I asked for a receipt of the email and have been told that most receipts are sent the following day of the request being sent. Alright, fine. Now, I spoke directly with my bank to ask them about this double charge. They said that they are both from the same entity, that there was no "Citizens Bank" anywhere that they could see. So they agreed to remove the second charge of $76.46 because it hadn't posted yet. Afterwards, I called Vivint one more time to clarify this "double charge" because my bank gave me different information. The last rep I spoke to, Bain, said that there should only be a $76 charge AND a $52.41 charge. "Really?" As it turns out, the $52 charge came from Citizens Bank as a loan for the equipment / monitoring service -- a charge I was told on the day the rep came to my house wouldn't happen if I canceled within the 3-day (or 7-day) trial period. The rep told me that ONLY IF we decided to keep the system that we would be charged an additional cost of around $52. So basically, another lie. And then it begs the question – Why did Justin pretend that two identical charges of $76.46 was normal when, in fact, the actual amount should have been $52.41? Is it incompetence? Or was he just being passive aggressive because a JUSTIFIABLY ANGRY customer let him know how upsetting this experience has been and demanded to know when to expect a full refund? Bottom line, clearly no one at this company seems to know very KEY information about how this trial is supposed to work. Everyone we've encountered since the day the sales rep showed up at our door has only compounded the issues we've had by either misinforming us or just omitting information altogether. I've kept all emails, phone logs, bank information etc. and I plan to continue documenting every interaction with this company until every last piece of equipment has been removed and I receive every single penny that was taken from my account. I cannot recommend Vivint to anyone because of the way this was deeply mishandled every single step of the way.

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Otto Starzmann

Feb 2, 2020

I have been a Vivint customer for more than five years. The fact that I could quickly find the company's good ratings from U.S. News & World Report and J.D. Power & Assoc. when I looked them up on my smartphone was enough to persuade me to accept the offer from the salesman at my door. However, after signing a four-year contract, I found myself locked into a very dissatisfying experience:— 1. Vivint's software is glitchy. Period. They are constantly doing updates, and there is always some problem after an update that requires the customer to call into the company—usually spending more than an hour waiting, because of "unusually high call volume." 2. Vivint's panel freezes between five and 10 times per year. When the panel freezes, you have to call in, waste time and troubleshoot with the rep. 3. The Mobile App took forever to become useful: Vivint just could not get the app to work properly—for years. It now works, more or less; but, the path to get there really destroyed my already waning confidence in the company. 4. Vivint's standard-issue indoor motion detector triggers an annoying lower-level alarm sound from the panel (not the burglar-level loud alarm) when the system is DISARMED! This means: You are at home walking around and your own movements are causing a "tripwire alarm" sound to go off every five to ten minutes or so. It's just ridiculous. You would think that when the system is disarmed, the indoor motion sensor would be disarmed, too... Oh no! To stop the indoor motion sensor from triggering an alarm when you are at home moving around, you actually need to arm the system in "Stay" mode—which means that if you open a door to step outside the system will trigger the burglar alarm! What kind of dope wrote this software?! 5. It took the Vivint three years to find an indoor camera that remains reliably connected to the panel. They finally found one; but, who can trust a company that cannot resolve an issue like that for three years? 6. Vivint's sensors and cameras would suddenly and inexplicably stop working properly. Of course, that requires you to call in (when you're at home, in front of the panel) for them to troubleshoot. All too often, the reason for the problem turned out to be that something "was incorrectly programmed." How? If things were working properly before, and they were supposedly correctly programed during installation by Vivint's technicians, how does the programming suddenly become incorrect on it's own? 7. As soon as the contract with Vivint was coming to an end, they called me (the one and only time THEY called throughout the four-year relationship) to tell me about an new "panel upgrade" that they thought I would like—at no (upfront) cost to me, supposedly. Of course, that would probably have come with another contract locking me into four more years of misery.... I declined. 8. The last straw for me (I'm so glad that my contract with them is over) happened this morning: I was sitting in my living room with my adult son and Vivint's system 'Armed to Stay' (I keep the system armed sometimes, rather than disarmed, when I'm at home and don't want to be annoyed by the motion detector triggering a "tripwire" sound; see 4. above). Then, all of a sudden, I heard the panel announce: "System Disarmed, Ready to Arm"—meaning that it DISARMED ITSELF. I checked the "Activity" record, and it said the system had been disarmed from MY keyfob—which had been sitting on the side table with my keys the entire time. I called the company, and they told me this has NEVER happened to anyone else... I don't believe them... I just can't believe them anymore. After all the stress with Vivint, I have also decided that I don't trust reviews from corporate reviewers anymore, like U.S. News & World Report and J.D. Power & Associates. I decided that I will pick a new home security company based on the quality of their verified CUSTOMER reviews ONLY. That is also why I decided to write this detailed review of Vivint. I normally don't write reviews like this; but, now that I find myself in a position where this seems to be the only way to discover the truth about a company, I have decided that I must contribute to the process. Take it from me: If you are considering Vivint as your home security system provider, DON'T DO IT! You will regret it for the next four years! Thank you for reading this.... Please also play your part, and provide customer reviews of the services you use. We customers have to help each other: We can no longer rely on the oxymoron called "corporate ethics."

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Rebecca

Feb 2, 2020

We canceled via written notice in December 2019, called to followup immediately and was told we would not be billed again. We were / are on a month to month. We have been billed twice since then. We will contact them tomorrow and our legal counsel to take immediate action against Vivint. DO NOT BUY THEIR SYSTEM AND BE ASSURED THEY ARE A SCAM COMPANY as many reviewers have said already.