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

Beverly A Costinew

Feb 1, 2020

I have had multiple problems with Vivint. The customer service is the worst. The way they bill makes my bill late every month no matter how I try to stay ahead of it and the cost is extreme. I intend to change as soon as I can find someone else to handle my security system. Do Not choose Vivint.

0

Score

Sharafat khan

Jan 30, 2020

Hi All, I installed vivant security system at home in Nov, 2019. The next day I called them to cancel, take back their equipment and gave me back my 450CAD advance, until now Jan28, 2020, nothing has happened, I called them million time they always say they will get back to me but nothing. Be careful if you are going with vivant. I am planning to go to court for my refund, they very unprofessional, Thanks,

0

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Setf

Jan 30, 2020

Will not fix their equipment don’t feel safe don’t go with this company costs a fortune to get out

0

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Arlene

Jan 30, 2020

Terrible service, equipment inoperable most of the time. We're a well- travel led military family but this is the worse monitoring company we've ever dealt with. One technician bored a hole in the door that literally had to be plugged. Different techs have different reasons about the problem they were repairing. Avoid them.

0

Score

Mary

Jan 30, 2020

Dont go with these guys. My experience was horrible. I came home to a house full of smoke one day. The ALARM DID NOT EVEN GO OFF. NOBODY CALLED AND when I phoned to complain THEY COULDNT HELP BECAUSE I COULDNT FIND MY CODE. I moved and tried to disconnect and the same thing. I ended up going to the bank for stop payment and now they're phoning me every week and threatening to wreck my credit rating.

0

Score

D

Jan 29, 2020

Vivint never contacted my self or sent notification when power went off of panel and shut furnace off, causing my house to free and a lot of damage. They blamed me and said it’s not Vivint’s responsibility to contact my self or send notification. Very poor service

0

Score

Danielle

Jan 29, 2020

I have their cameras installed on my house watching my 3 cars. There cameras are triggered by every little stupid movement. I have tons of videos of cars driving by. But last night when my car was stolen the only footage it caught was my car driving away. I checked all the videos recorded prior to that and never picked up on a person or another car around mine. They only thing my back camera ever catch is when my dogs are out. They're sensors are shit the 1 on my shed fell off not to long after getting put on so that isn't working. My fancy keyless lock battery has died I cannot find out what type of battery it takes nor find any information on their site. Absolutely terrible. I refuse to pay them for shitty quality. Also not the 1st time I've had my cars messed with and the cameras didn't pick up a thing.

0

Score

Unhappy Georgian

Jan 29, 2020

I have Vivant now and do not feel safe with it. My alarm is malfunctioning and constantly going off and my doorbell camera stays offline. Vivant doesn’t even call to tell me my camera is offline or to check on us after an alarm has gone off. I’ve scheduled a technician to come out twice and he no showed both times. lastly, I’m paying for a hard drive that I never received. Vivant opened a $2,000 line of credit with a separate company in my name for their system and failed to tell me about it. Realized it when I got an already maxed out credits card from that company. They also failed to inform me or offer me a month to month contract since my equipment was charged in full to this Card. I literally just found that out from this website. Also, SimpliSafe was much cheaper and I felt soooo much safer.

0

Score

Roger Cada

Jan 29, 2020

I called to cancel and all that the person on the tried to do was sell me on another service plan. Six months later they now contact me to inform me that they didn't shut off the service since I didn't write them to tell them to stop. They refused to negotiate the final bill and sent this all to a collection agency. They may have a good product but once its installed good luck in getting out. I would never consider this product again or recommend it.

1

Score

Maureen Burns

Jan 29, 2020

This is a sinfully poor excuse for a security company! Our salesperson was just a double talker! I never have been blatantly ripped off in my own home like I was from vivint!! Try to cancel the service and was told that it was impossible to do that.The initial service only did half the house,they didn't have sensors for the three overhead garage doors,but didn't say that until I signed, put a sensor on the wrong garage door(put it on the door from inside house to garage)were it was needed on the service garage door leading out from garage ! When I called to tell them they said that my ticket was closed and basically too bad for me.was charged for two months that I couldn't use system because of the sensor on the garage door ,after 5 calls to vivint, I got nowhere,the CEO should be ashamed of himself!!!! I really dont want this system but can't get it thru to anyone,you are basically blackmailed into this whole thing!! SO Sad that we cannot get out of this horrible nightmare!!!

1

Score

jeff bentley

Jan 28, 2020

Very dissatisfied with these clowns. The sales guy was pushy and rude. He filled out a form for me to get cash back and it wasn't accepted. What a surprise. Also u did not get everything I was promised. Sad stay away from this company.

1

Score

Unhappy Alaskan

Jan 27, 2020

Vivint is not an honest company. Anytime you “change” or “update” your contract they automatically renew your subscription. I had to have a technician come out about a year later after I signed a five year contract to update a camera. I signed something (which they never gave me a copy of) and it renewed it for another five years without me realizing it. I called them to see when my contract was up and was given a year later. I told the lady it couldn’t be right and I just wanted to cancel my contract. She offered to send a technician out free of charge. He came an hour late ( I was the first appointment) and was so nice and helpful and even gave me a new camera. At the end he gave me an I pad to sign and told me, “ this is just certifying that I did the work for you.” I signed it without reading it. I was in a rush to meet someone. I called two days later requesting a copy of what I signed. They wouldn’t give it to me. I asked to speak with the manager of the technician who came to my house and they wouldn’t give it to me. I told them that I deserved a copy of what I signed. I told them I did not want to renew my five year contract and that all I had left was twenty months. I wrote down names. I believe I signed something that obligated me for another five years. The caveat is the technician told me to write him a good customer review. I did because he did a good job. Only after I realized their scheme of tricking you to sign another five year contract. I am a single woman and live in anchorage, alaska.

1

Score

Betty

Jan 26, 2020

Faulty equipment made to pay for. Equipment for thermostat doesn’t work for all heating systems and they won’t refund.

0

Score

Daisy

Jan 25, 2020

Hidden fees I had automatic payments they would take out double the payments without notice and for no reason. Is a scam. Their equipment doesn't even record everything. Just throw the whole equipment away. Cheap stuff. Just buy your own and go to best buy. Better quality and way way cheaper.

0

Score

Tom

Jan 24, 2020

The make it impossible to cancel service.

0

Score

Peter Charles Galles

Jan 23, 2020

1star I want everybody to be aware that this company is by far the worst company I ever dealt with. The CEO Todd Pedersen himself does not care about customers. I reached out to him multiple times and he refuses to respond back to me showing what type of person he really is. He is a complete joke and so is his company. I was supposed to get cameras and a security system installed at my home yesterday and at the last minute they cancelled on me. I waited the whole day for them to show up and it never happened. They called me at the last minute to tell me that they're canceling my install and that I will be put at the back of the list because they do not have any available install appointments until later on next week. I reached out to several management in the company including the CEO and their response was things happen, deal with it. I waited on hold all day yesterday for over an hour trying to get a resolution to this problem. I personally felt that the staff members should have done all this instead of me having to stay on hold and getting upset. We are just a number to Vivint. I hope and pray no one else would have to endure the problems and the disrespect that I received with Vivint

0

Score

Andrew Davidson

Jan 22, 2020

Have an outdoor camera. Says it’s waterproof but after only a couple months outside ( covered under a deck) it was full of water and they won’t warranty it. I highly suggest you stay away from these guys! Customer service sucks. Fell like I’ve been ripped off!

0

Score

Took

Jan 21, 2020

Very poor customer service!!!! Only had 1 false alarm in 3 years. When they came over the panel and realized it was a false alarm the operator had an attitude. Signed a contract and then ended up moving but not a big deal. I figured what ever even though I don’t need their service anymore I would still pay the contract out monthly instead of taking an early cancellation fee. So I paid it and they still charge me the month after. Refuse to give my money back although it was supposed to be a recorded call where we agreed to cancel and be done. Very rude when you call and try to get your money back that they take out of your account when they know they’re not supposed to. (Kinda like stealing in my book) just another company trying to take what they can with no regard how they do it. I would give them a negative rating if I could!! Let’s not get me started about the crappy equipment an app. The app always has problems! I will tell everyone I know to stay away from this company!!!

3

Score

Jon M

Jan 20, 2020

Expensive with products that sometimes work. This security system has done me and my family more good than bad...it is a horrible feeling to be in a deep sleepnand be woken up to the loud alarm knowing someone is in home....nope false alarm this has happend numerous times through the years after many call trouble shooting and even replacing sensor still going on even being at work and getting notified your alarm is going off yup another false alarm. But no matter how many times you come to think this could real this time especially falling out of bed almost catching heart attack each time. So got to point where I just shut the sensors off just to be in peace sad right to pay for that and not even use...but wait theres more the locks where automatically unlocking in the middle of the night one of those nights the doorbell camera actually worked and showed someone walking around on porch thank god he didnt check or door knob. Which the ring bell or any other cheap door cam would have picked up. Even vivint stopped calling after disarms knowing its most likely a false alarm lol. Over all my experience horrible sleepless nights, headaches ,hours wasted trouble shooting , expensive bill, and products that may or may not protect you when in emergency, all wrapped in a Super Long contract...not worth at all

0

Score

Beyond Upset

Jan 20, 2020

Horrible experience. Absolutely absurd that my ex fiancée even signed a contract with this company and someone when we broke up they allowed him to stick me with the bill even though I didn’t sign for financial responsibility. It was in his name only but yet I received a collection notice in my name when he stopped paying. Save yourself the head ache and money. Vivint is NOT worth it. Buy ring.

0

Score

Irritated Homeowner

Jan 19, 2020

Wants to provide camera security but cannot respect community rules for no solicitation and asked prying, personal questions about my home security and would not leave. Kept asking to come back later and name dropping neighbor names that I am sure he found online, as I know my neighbor didn't talk to this guy because I checked, yet he said he did. White male, brown hair on 1-19-20 at 11 am. The only reason I opened my window to him was because I felt he could have been scoping to break into homes given that he would ring the bell and then turn his back to the house, so I could never see his face from my window. It all seemed suspicious. Anyone can walk around with an iPad and a lanyard, so I am not very trusting, especially when the person can follow the posted no solicitation sign at the front of our community.

0

Score

Harold

Jan 17, 2020

We had nothing but problems with the system. Eventually the camera would not work so they deleted it from the system. When I asked to cancel the contract I was informed that the camera was not part of the security system and the contract stands. They are a bunch of crooks!!

0

Score

Keith Young

Jan 17, 2020

We had nothing but problems with the system. Eventually the camera would not work so they deleted it from the system. When I asked to cancel the contract I was informed that the camera was not part of the security system and the contract stands. They are a bunch of crooks!!

0

Score

James DeLong

Jan 17, 2020

Horrible system. Hard to cancel. I now have no doorbell in my house most of the time, let alone being unable to use the features that it is supposed to offer. DO NOT BUY THIS JUNK!

2

Score

Eric D. Winfield

Jan 16, 2020

I have had Vivint for over three years, and from the very beginning I have not been satisfied with the services provided. The thing that led me to writing this review was the experience I had trying to cancel my services. I initially signed a two year contract with Vivint. When my two years approached, I was contacted by a Vivint Customer Service Representative who asked me to sign another contract. I refused to sign another contract because my wife had submitted her paperwork for a promotion on her job that would move us to a different state. When I found out we'd be moving, I called Vivint and spoke to a representative about terminating the services. He informed me I was under a 3 1/2 year contract and would not be able cancel services without paying the remaining balance. I told him that I only signed a two year contract which had expired and was on a month to month. He told me he'd investigate my claim and get back to me. That was over four months ago, and I am still waiting to hear from the Vivint representative I initially spoke with. I have since sold the home that we moved out of and still receiving alarm notifications and paying for the service. I emailed a written request asking Vivint to cancel the services on December 6, 2019. Over 30 days have elapsed, I am 1,600 miles away from my former resident, and Vivint won't cancel the services until I either pay the remainder of the 3 1/2 year contract that has been fabricated. I was a faithful customer for over three years, but I WILL NEVER USE Vivint again. I highly recommend that every consumer considering using their service do a thorough check on each service you want and the length of your contract. Most services are seriously affected by the strength of your internet connection at your resident. Also know that a service call can take from several days to a couple of weeks for issues that require a technician to visit your home. As a retired disabled Army veteran and law abiding-citizen, I STRONGLY suggest choosing another home security company to provide services for your house!!!!

1

Score

ANNE

Jan 16, 2020

I have called Vivent 4 times today regarding collection agency bills I am receiving for an account I closed two years ago. I moved and have Vivent in my new home and I am current with the payments. I had to go through the same story 4 times. Nobody can help me and when they try to transfer me to someone who can help, they disconnect me. If I could give them a minus rating, I would. Does anyone in this company know what the hell they are doing??????????????????????

3

Score

Juan S

Jan 16, 2020

After been a client for years you don’t have the option to upgrade..some customer have even better equipment for cheaper monthly payments or equal than the basic..Too me is not a good deal..

1

Score

Paula Minneapolis, MN

Jan 15, 2020

We got Vivint in summer 2016 against my better judgement based on the security company I had prior. The customer service is terrible, the equipment is terrible, the contract and pricing is the worst in the industry, they techs destroy your property installing and are not good at what they do; and, they lied about the contract/pricing when I added two cameras. I would be happy to pay the balance of the contract to not have to deal with Vivint and it's poor service and lies.

0

Score

Helen

Jan 14, 2020

My husband is deceased call for a name change only to be trick in another 42 month contract with them . Can’t get an upgrade because of my old panel. And it would cost me out of pocket ,because of old equipment that can’t be upgraded . When name change was done it was suppose to be for 24 months , I ask them to go back on voice recording to check it out but kept putting it off THAT IS SERVICE FOR YOU !!!!!!!!!!

0

Score

JOHN RICE

Jan 13, 2020

They will tell you anything to get you on board and agree to anything through the cancellation window to get you locked in. I had emails and was told my contract would be shortened to 24 mo while apparently internally I had been denied until I was locked in. Thought I could trust a guy who had been in my home which was my fault. If your not 100% sure your going to want to keep if for at least 4 years DONT DO IT cause it'll cost you more to cancel than what you've paid up to that point. To there credit I never had issues with the equipment but I wouldn't trust the people...

0

Score

Mark Jorgensen

Jan 13, 2020

I was sold the system knowing I would be temporarily relocating for 18 months and then would move again. I was assured that the system could be moved free of charge both times. Was basically told "yeah, sometimes our salespeople lie; tough luck". Sleazy company.

0

Score

Emilio

Jan 8, 2020

They manipulate your words and force you into verbal contracts that you do not agree too. They also, will set you up for auto pay and then wait to withdraw money months prior to the set date. Beware of this company rates are not quoted properly and manipulation is there best asset. I will not recommend this company to anyone and will be looking for a different service provider.

0

Score

HateIt

Jan 8, 2020

Purchased system during their partnership with BestBuy. I opted for un-monitored due to outrageous rates for monitored. The partership died a few months later and I was hit with full monitor cost ( NOTE: a glassbreak that wasn't responded to made us realize even though we were charged for the monitor service, we weren't being monitored. This was verified thru Vivint.) Not to mention, our system has had issues from day 1. Our outdoor camera is always offline. We reset it and it goes right back to offline status. The system tells us our door is open, it's not, when we turn on security mode. I could go on-and-on. Don't buy.

0

Score

Patty Giusti

Jan 8, 2020

My business has been robbed on several occasions and Vivint was not able to help with any of it, why because the equipment that I paid for was not even installed originally. I was sold a recording device on my system for cameras to record and it was never installed. So, when someone came in to our backyard and stole equipment I could not go back to see it. The only thing I could do is was make a police report. If that’s not bad enough my alarm goes off all the time while I am closed, not because someone is breaking in, but because Vivint's equipment, that I spent well over $4000 on doesn't work correctly and then the police come out to false alarms and they charge me too!! I call Vivint to ask for help and after holding, getting passed around, dropping my calls, and I finally get to talk to someone. You know what they tell me? Go around to the sensors and put tape on them to prevent them from picking up movement while the alarm is on The service crews that come out have no idea what they are doing. I have had several of them out to my business and each time they say the last guy was an idiot and they didn't do things correctly. They then fix what they think is wrong and tell me that the people they need to talk to isn’t available and they will need to come back another time. I still do not have a working system (Jan 2020) and it was installed in July 2017. They tell me they are going to come out and fix my issues, but no one shows up. I then call and try to get some help but then I have to start my whole story over again with someone new and they always say this time will be better. It never is.... When it comes to the billing department, they are not any better. My bill doesn’t have my correct name or address. No problem right, just give them a call and they can fix it. NOT. I have called several times and have asked them to one correct the spelling of my name, and two my mailing address is incorrect, it is 8699 and they have 5699 Apt A. I am not an even in an apartment or a suite, it is just a single stand alone building. I get paperless billing, thank goodness, because I would never see a bill if it were up to them. To top it all off, I was supposed to have a technician come out to install a new panel. I was told that it would fix all my issues. Well it didn’t happen. They scheduled a technician in Sept, he showed up and had no idea why he was there and did not have the equipment to fix my issues. He was at least helpful enough to replace batteries and failing motion detectors. He then ordered that new panel and I was given a date to have him return 4 weeks later to install the panel. Yeah, 4 weeks was the soonest they could get back. I wait 4 weeks and you wouldn’t believe it, the guy that shows up has no idea why he is there and does not have my panel. Its now the end of October and still do not have a working system! Wouldn't it be nice if someday someone at Vivint would take notice of my disaster of a security system and live up to their word!!

10

Score

Luis A Santana

Jan 6, 2020

I bought my Vivint system in 2017 and i purchased all of my equipment upfront, I have never financed equipment through Vivint.. The result of buying the equipment upfront is No contract agreements and cheaper monthly cost ($19.00) and monitored professionally, the equipment has worked great most of the time and about once a year i have to call them to resolve an issue which gets resolved but not a deal breaker for me.. I have the smart hub and the latest Pro Cameras installed plus glass breaks and auto door locks, smoke alarms , and countless other equipment and they work great.. I also have linksys Velop mesh wireless system to support my Vivint wireless needs...I do recommend Vivint to people i know and regarding customer service that too has been satisfactory with no complaints ...

1

Score

Kathy Saunders

Jan 6, 2020

I've had nothing but ongoing problems with the equipment not working correctly since I got the service two years ago! They want to charge you an outlandish fee for someone to come out. Instead, they tie you up for hours with troubleshooting commands over the phone! Customer service is horrible! You get one tech who tells you one thing and then you get another one telling you something completely different on the same issue!! Wish I had never signed with them!!

1

Score

Katrina Lacy

Jan 6, 2020

Have had Vivint security system since June 2016. For the past 4 months, our window sensor has been alerting us to change the battery. When my husband changed the battery, the sensor continued to be alerted. We called Vivint customer service, sent a picture of the sensor via email and were told that we do not have a Vivint sensor. Wow! When the system was installed, we were not told that they would use existing sensors. I called Vivint and was given the complete runaround. They offered to replace the sensors, but at a buy one/get one free rate. Why should we pay for new sensors when we were never told that Vivint was not going to replace the sensors with Vivint sensors? While our experience with them over the past 3 years has been good, this has dampened that and I just want to cancel. Please beware and make sure they are installing Vivint products. That is what you are paying for. Very deceptive company!!!!

0

Score

Oscar

Jan 3, 2020

Very ambivalent feelings and a cautious attitude is necessary. The promises of buy outs are generalized and vague. Customers may be in for utter frustration because one is not told that buyouts are handled by an external 3rd party. I had a hell of a time dealing with them so much vivint’s resolution debt tried to step in. The problems are obvios. 1 Salesman want to close a deal in same visit and say what they may think is either a truth or exaggerate. 2. Exaggerate the easiness of getting a buyout payment, in case one has another company for similar survives. 3. I found out that after several days and many attempts, the 3rd party rejected every action and form. Always asking for information already on hand. Like I stated possible solution after this ordeal was with vivint. They know or should have known about this problem with buyouts. 4. You will not get a hard copy of any agreement. I will definitely not recommend this company. The salesman did attempt to help me on this issue and was in disbelieve this is going on, yet they continue with same.

1

Score

Marie

Jan 3, 2020

I have only had the service about 4 months Does not always work usually doesn’t unlock the door it says command failed and sometimes none of the features work

0

Score

Roger Jimenez

Dec 30, 2019

I acquired a Vivint security system with the purchase of my house in 2017. The first six months to one year was sincerely great. (Maybe that's why the professional reviews are so positive? Most or all aren't long term reviews.) Vivint's response time with respect to the professional monitoring component was and continues to be very good when the system functions properly. So, why the one star review? There are a few reasons: 1) Unreliable equipment - Equipment reliability under normal conditions should be a top priority. If components fail, then you don't get that wonderful response time when a security event happens. In our case, the Sky Control panel has become increasingly unreliable over our time with the system (suspiciously, the climax coincided with Vivint releasing a new Sky Control panel). We called support multiple times and they were unable to remedy the problem, so they sent a technician, who determined he should swap our panel. I think that helped for a few weeks, after which we were back to worsening system performance to the extent that we occasionally could not disarm the house, including from a smartphone. There were substantial delays in countdown when we tried to arm the house and have even experienced instances where the cell phone showed that the house had been armed but the house is unlocked and the house disarmed (frightening to come home to). After months of dealing with this and calling support to have them just “send a signal” or “update the panel” and tell us to “call back if it happens again,” we just felt defeated, apathetic (and still under contract). 2) Billing – Billing is a nightmare. When we first acquired the system via transfer of ownership, their system erroneously back-charged us more than a year of service (to the tune of ~$1500), which the previous owner had already paid. It took numerous calls and escalations to remedy the issue. It was an unnerving experience, especially when the company in question has the ability to unlock your front door. 3) Aggressive (up)sales, seemingly without scruples at times – The denouement of this story aligns with my final attempt to remedy our panel sluggishness situation. Support told me there isn’t much more they can do than “send a signal or update” and it sounds like the panel I have is sluggish because it’s the older model (one model before the new one with the black front). He consequently told me he was going to route me to someone who could help me, and routed me to what I later found out was their upgrades department. Rather than helping me, he was trying to push me to purchase a new panel for $699 amortized over 5 years (not the retail price of the panel another department gave me, so that’s sketchy apart from not being what I wanted…). I told him multiple times, paraphrasing, “Look, I don’t watch tv on the panel, so I don’t really need it to be nicer; the one I have is plenty nice and I just want my alarm system to work.” It’s far from the first time they presented signing a new contract as a remedy to the issue. Finally, I was transferred to customer loyalty this most recent time, after an hour of getting nowhere I might add, who told me she needed to send a technician one more time and that if the tech determined that the panel could not be fixed, we had the option of signing a new contract to replace the panel with the latest model. Magically, about a day after that call my panel is functioning properly. I’m not accustomed to seeing planned obsolescence from an alarm company and it left a really bad taste in my mouth… I could go on about other issues I’ve experienced with Vivint, but this review is long enough.