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

Wideline Charles

Oct 7, 2019

All they do is steal your money. They overcharge for the equipment and said they will fix it. Wait for the 3 days past so you won't be able to cancel. They will never fixed it. You will overpay for the equipment.

0

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Jeff sutherland

Oct 3, 2019

Vivint has very deceptive sales tactics, i was under the impression that i was signing a 24 month contract, and when we tried to cancel we were told it would cost $1800 , and that we are under a 60 month contract which we never agreed to, also if your a day late on your payment they start harassing you every day until you pay even if you give them the date on which you can pay. The customer service is also horrible

0

Score

Adrienne Galena, OH

Oct 2, 2019

HORRIBLE Customer service - promises of referrals, yet never to be received. If you call or chat them you only get transferred over and over again.

10

Score

Leslie Adams

Oct 1, 2019

Trevor (#149467) was a pleasure to speak with in helping me today. He was very helpful with my situation.Thumbs☝up to him!

1

Score

SEMONE WALKER

Oct 1, 2019

The app is constantly malfunctioning... for almost a week the app is saying that the bolt is unlocked....and I am unable to open the door thru the app. If there is an emergency the monitor won't be able to open it either. The camera is also always buffering so when am alerted that someone is on my property. I cannot see anything in real time......Vivint is one of my worst mistakes.

1

Score

Terrence H

Sep 30, 2019

Not a very good company to go with,prices are very high and service sucks

0

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Mark D

Sep 27, 2019

My doorbell camera hasn't worked properly since it was installed it wont even connect to the pannel. I've asked the company to bring the tech back out to fix it, but they refuse unless I do troubleshooting over the phone first, or pay a $50 copay. While communicating over chat with Vivint while I was at work I was flat out told payup or call us back when you get home. There was no apologies for faulty equipment or anything. Also, the camer that we have to watch the cars which is their top of the line sentry camera does no detect people. When my wife and I go to our cars it doesn't record even though I have the detections setting set to the highest sensitivity and the parameter for detection set around the driveway. Their equipment is trash, I wish I would have went with a company that would have performed a proper install and cared about their customers.

2

Score

Smith Bronx, NY

Sep 26, 2019

I think the sale person do not make it clear of all charges when it come to the equipment cost. Very misleading, and the product is a problem. I could of made a one time purchase of a security kit from a store and had a better deal. the cancellation policy you have to pay for the equipment in order to get out of the contract.

0

Score

A. Mobley Sugar Land, TX

Sep 23, 2019

I had my system installed September 5,2019. On 9-9-19 I started having problems with one of the cameras. I text the salesman and he told me what to do to try and fix it. It didn’t work. He sent the technician back out to fix it. He was very rude and mad at me because I had pushed a wrong button and he had to redo something. However, he never could get the camera to work so I told him to just remove it. The technician left a mess and messed up my wall. When he came back he did fix the wall the best he could. Today, 9-22-19 I return home from being out of town for 2 days and learn my cameras haven’t been working since I left. After spending an hour on the phone trying to get them to work I was told a technician will have to come out.....in October. I am going to do everything I can to get this system removed. Nothing but problems. I was told it’s not their fault if the internet goes down because the cameras work off of WiFi. I completely understand that but once WiFi is back on they should work. However after spending an hour on the phone it’s obvious it’s not the WiFi.

0

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Danielle Carlisle

Sep 20, 2019

Where do I even begin with this company? The customer service is terrible. You’re on eternal hold when you try to call them. The system and cameras were constantly having problems and not working half the time. And then you’re on the phone for 30-60 minutes just trying to fix it. Then we try to cancel the service due to a move. 1) We were originally told when/if we bought the system, when we moved, the system stayed with the house and wherever we moved to, Vivint would install a new system. Now we find out that that was a complete lie. 2) We called and cancelled service a month ago and just found out that nothing was cancelled and we’ve been paying for something we’re not even using because the cancellation is supposed to be in writing and not over the phone. Why weren’t we told that when we called a month ago?! Bottom line, $900+ down the drain and lots of frustration later I would not recommend Vivint to anyone. I feel lied to, cheated, and completely taken advantage of.

0

Score

Jon mclain

Sep 18, 2019

Vivint sales rep told me that I wouldn't be charged anything for my free trial, and then found out that I was charged 49.99 behind my back. Your company is a joke.

0

Score

Ronnie Courville Lafayette, LA

Sep 17, 2019

Was told by sales rep that there was going to be NO activation fee, well wouldn't you believe I checked my account and had 3 charges on my account. The day it was installed all that worked was my door video, my other 2 cameras were not working. Waited for Salesman to return the next day, told him all the issues and it took him over an hour to fix the problems. The next day same issues, salesman was coming back at 3:00 pm to fix problem and install our Temper Glass security, he never showed up, so I decided to call Vivint directly got a person on the phone and tried to fix the issue, she could not fix it after an hour on the phone, she said would be able to send a Technician on the 26th, NOTE: today is the 16th so NO security for 10 days, VERY unsat for having this SMART HOME SECURITY less than 4 days. I told the lady that I was not paying for anything that I wanted a Tech to my house tomorrow, she said she could not that she would have to talk to supervisor. When she got back on the phone she said I can put a request for a Technician in the next 3 days I was VERY VERY furious by this time and told her 11:00 am any 3 days and there better be someone here to fix the problem or you can take your equipment out of my house and do not come around this neighborhood ever again. So they better make this wrong, RIGHT or I certainly will spread on face book and the BBB how good this company is.

1

Score

Felton Morgan City, LA

Sep 16, 2019

Company promised great service, customer support, and improved technology. Have had the system less than a month. In that time, (1.) they almost burned up my air conditioning system because they did not know how to properly wire in the smart thermostat. (2.) we have been woke up in the middle of the night by failing sensors. (3.) the cameras have gone offline and remote booting does not work. (4.) the smart lock has gone offline and keeps triggering a front door open (5.) the video door bell has to continually be reset and cars going by at night sets it off They are promising to send a technician, but it will be two weeks before one an get here. You have three days for a refund on your system, problems waited until day five. No refund. I can't go back to the old company because Vivint cut all the old sensors and systems out and I would have to pay another high fee to have re-installed.

0

Score

Leesa

Sep 16, 2019

Vivint has the worst customer service. We have had multiple times when our equipment wouldn’t work (sensors, panel) The earliest Vivint can get a technician is close to three weeks. That is not acceptable. When going out of town . especially we need our home to be secured. We spoke with a manager and he couldn’t help us either. Will be cancelling Vivint today. Don’t waste your time or money if you expect to get decent service from this company.

1

Score

Jessica Magallon

Sep 14, 2019

I decided to go with Vivint Smart Home and scheduled an installment set date, only to find out my order was all wrong. When the tech got to my house, I had to call customer service multiple times to fix the issue. I was on the phone for over an hour, they hung up on me and I had to call twice again. Still the issue was not resolved. I ended up having to reschedule installment for later this week. I was very patient with them over the phone, as I have experience with customer service. If I have any more issues later this week I will not get the system installed and look into other security companies.

0

Score

Stacie

Sep 13, 2019

I live in an area that is known for basement to flood often. I made sure to get the water sensors right off the bat. My basement ended up flooding and I just happened to see it myself. 5 hours later I got a call from Vivint informing me that the senor had just gone off. Mind you I've only had this setup for 4 months now. Horrible company! If I wasn't stuck in this 5 year contract I'd have cancelled this system already.

0

Score

Robert James Dauzat

Sep 12, 2019

have had a lot of trouble with door bell camera & monitor & getting things to work correctly through customer service is challenging at best Have asked for a tech to come out and check equipment they advised it would cost $49.00. System is still not working correctly due to system not connected to my wifi. tried to cancel contract but can't. any advice!!!!!

0

Score

Aman Denver, CO

Sep 12, 2019

I got vivint set up in my house but it did not work even single day. Guy who installed vivint in my house was very rude. When I called him to fix them up he did not came. I called him twice and he was rude to me and later on he stopped to take my call. Later I contacted customer service and decided to break my contract with them. I would suggest not to get Vivint in your house at all.

0

Score

Emz

Sep 11, 2019

An Absolutely HORRIBLE, HORRIBLE cancellation process, aug 4 2019 around 9:00am called vivint to cancel my service, was told to send a statement thru email [email protected], did so the next day around 9:00am. Its a month later (9/9) no response from vivint regarding cancellation, contacted vivint multiple times 9/10 and 9/11 talked to mr Kirk Napoleon (yes Im calling you out) told him the situation, forwarded original email to his email 10:30 that morning. Later that day no response from mr napoleon and I got charged for the service, contacted vivint again for the 3rd time, talked to a woman forgot her name ( I was pissed by now) about said issue again. She said there were no notes about cancellation until I mention mr kirks name, he verified upon receiving the email, but said the original email could have been doctured WTF!! its just a cancellation im not winning the lottery, she then said I have to take a screenshot and send them an email again (Holy F**k) to [email protected] and it will be 2 days for them to review it LMFAO!!! and determine if the original email is legit before they can refund the charge back to my bank, when I ask for her to email me a letter stating what she just told me she refused, I said if you want proof of my original email I want proof that I had this conversation about this mess of a cancellation process, she did send me one but not exactly what I asked for. Now how hard is it to cancel a service, im still trying to process this 2 hrs later while im writing this review. My whole problem is why havent they checked the email on aug 4 when I first sent it, (because they dont want you to cancel they just want your money). I have read many reviews about cancelling their service and how ridiculous it is. We'll see what happens in 2 days.

0

Score

Sandy Thomas

Sep 10, 2019

Thank you for reaching out. Without wasting much time on introduction let me tell you that I am extremely dissatisfied about the Vivint service I have been receiving for the past few years. The equipment you have installed in my house is faulty and it has failed to work properly since it was installed. This was pointed out to the technician who came to my house 3 times and also calling the customer care service number. Every time I was returned with futile solutions like restarting the machine, which works for a few hours and is back to the usual faulty state. One of the major concern is the faulty thermostat which had stopped working on multiple occasions when no one was at home and was left with freezing temperatures inside the house upon my return. I am considering reporting this to my insurance company so they know if the pipe bursts. Also the camera never connects to the system and on multiple (too many) occasions the camera stopped recording when needed. I wonder if I have to put a sign on my door saying "robbers please stop, I have to reboot the security system so I can record you". When my wife called Vivint she was returned with usual bad business customer care attitude of usual threats of "we will come after you with collections and it will affect your credit score if you stop payments". I would ask you to please refer yourself to the concerns Vivint customers have posted online and I am sure you will not be surprised that they are not any different than mine. Which translates to me that Vivint lacks credibility and is well aware of their problems but uses scare tactics like a few other bad businesses to continue receiving money. I have warned all my friends of this service quality of Vivint and all of them have turned Vivint representative away from their homes, which I will continue to share through public media and word of mouth.

1

Score

PTAYLOR

Sep 10, 2019

HAVING PROBLEMS WITH MY THERMOSTAT FOR SEVERAL WEEKS. THE WAIT TIME IS LONG. I WAS ON THE PHONE FOR OVER AN HOUR AND THE PERSON ON THE PHONE TOLD ME TO REARRANGE THE WIRES?? I'M NOT AN AC TECH. THEY SENT ME A NEW ONE AND GUESS WHAT. ITS NOT PROGRAMMED AND I HAVE YET TO GET SOMEONE TO HELP ME. WISH I WOULD HAVE STAYED WITH THE OTHER COMPANY!!

0

Score

Martina Gering, NE

Sep 7, 2019

Stay away from this company. Deception sales practices, terrible customer service, unreliable equipment, useless product. Save your money!!

0

Score

Tu Wang Clan (M0NSTRESS) Fremont, OH

Sep 4, 2019

I don't know how in the world this company has ANY positive reviews. I've called them several times and the customer service is abysmal. When I've told them about my problems before, the lady on the phone said "Oh well, that's just how it is." and hung up on me. Firstly, when you aren't home, and someone rings your doorbell, the app immediately shows you the live feed so you can see who is at your door and communicate with them. Amazing in theory. Terrible in practice. I get notified right away when someone rings my doorbell, but the live feed takes MINUTES to pop up. By that time, the visitor is already leaving or has left. What good is this?! I literally never get the video feed to pop up in time. I have to keep closing the app and opening it back up or it will never show the video. So greeting guests when I'm not home is pretty much a no-go. Yeah, they offer the option, but does it work? No. Secondly, when my system was installed, the wall plugs they needed weren't available. If you don't have an outlet available for the Sky Panel right next to your door, then you can forget about it being anywhere near it. Mine is literally installed down a long hallway by the bedrooms. So that also causes it to not communicate with the front door properly all the time. Occasionally it will work, but most of the time, it claims it cannot connect. The installer also had to drill a hole through the wall from outside to the inside, for the doorbell to be plugged into a wall outlet. THIS LOOKS HORRIBLE! I now have a hole next to my front door with a wire coming in and leading over to the outlet. It looks absolutely hilarious. The installer put a plastic sleeve over the wire, so it's even more noticeable now and he didn't even have what he needed and had to go down the road to Lowes to pick up some more plastic. He didn't adhere it to the wall in any way, so it bows out away from it. I'm telling you, this is ridiculous. Third, I've tried to cancel my service due to all the hassle and the huge monthly charge and they refuse every time. They say I first have to pay off my equipment. What in the world was the huge seven hundred and some dollar charge at the beginning for? Your great service and installment? Great, so now I'm stuck until they decide I've paid what they THINK their equipment is worth. I've even offered to give it all back. It's in pristine condition. They refuse. I think with all the hassle I've been through that they could at least let me cancel. I just want to be done with them. They are terrible to deal with and the equipment is faulty. Oh, by the way, the glass break sensor was installed on the ceiling right between the kitchen and living room. Heaven help you if you drop a fork. Guess what? SCREAMING ALARM SYSTEM. A WINDOW HAS BEEN BROKEN. No, no, Vivint. I just dropped my eating utensil... Seriously whomever reads this and doesn't have Vivint and are looking for a good home security system, please please PLEASE look somewhere else. Do not get Vivint. Sincerely, A very upset Vivint victim.

1

Score

MCLAUGHLIN CHARLES J & Navarre, FL

Sep 3, 2019

The equipment and installation was fine and worked to my expectations however, the cost is steep for the equipment so either you take the equipment with you when you move or you must payoff the equipment if you plan to discontinue the service. I had Cancelled my service two months ago with VIVINT and they continue to charge my credit card for their monthly monitoring fees. I did everything they requested, paid off the remainder of security equipment then provided VIVINT the confirmation number from financing company and also had to write an email to them telling them I wanted to cancel my service. I must have made at least six to seven calls to them and they are almost as bad as Directv (I think they go through the same training). VIVINT now claims my account is pending because of a glitch in their system. They admit I have done everything I was asked to to according to the documentation on my account, and now it's in the auditors hands to determine if my account can be closed and refund me the over charges.

2

Score

Adam Fedewa

Sep 3, 2019

The salesman was a straight up lier and didn't disclose the 5 years service contract. He told me I could cancel at any time and just pay on the equipment. Customer service could do nothing for me.

0

Score

Margaret Frankfort, KY

Sep 2, 2019

Vivint preys on senior citizens. Impossible to get out of their contracts.

1

Score

Edward Villemaire

Sep 2, 2019

The customer service reps will say whatever it takes to get off the phone. Very inconsistent information from call to call. Overly friendly staff offer empty promises quickly to get you off the phone. If your technical issue is escalated the staff will not contact you if they resolve the issue. You just need to trust they are working on it. Trust only they are not working on it. I am amazed this company is in business. with the nonsense they spin over the phone. The tech equipment is neat and it would wonderful if it worked as advertised.

0

Score

Shameka

Aug 31, 2019

It isn’t worth the extra money you will pay comparing to other home security systems. And you will be stuck paying this expensive bill for 5 years!! Don’t do it!! I’m stuck now.

0

Score

Dean

Aug 30, 2019

Our door bell monitor had stopped working,my wife called to see if service person could come to repair it.They told us we should try fix it with some help over the phone.We could not fix it ourselves so again she asked for service appointment,after almost 45 min on the phone and my wife more angry then I have seen her in 25 years marriage they agreed to send someone the next day at 4pm. He arrived at 4 right on time,but it was clear at the beginning the guy had attitude.He asked about our wifi password and network and started his work.After about an hour after he started our wifi went down and I thought when hes done it will back up.An hour later he said he was done I told him our wifi was not working to which he said I'm not wifi guy that not what he was out for and wanted me to sign off on his invoice.I said to the wifi was working when he came and I just wanted him get up working like it was and he said I'm not fixing it and I'm not leaving this house until you do.We went back and forth like this and I told him to leave which he refused,I told to leave my 3 times and he did not.Finally after the have a hour with creep I said to him if don't leave right now I going to call the police and them drag you out.He must had warrants or something because when said that he bolted out the door and took off.My calls To VIVINT went absolutely no where.I have never in my life had deal with a company or service person like this ever.I should say the guy installed the system at first was really a great guy

0

Score

MIchelle Rowe Jacksonville, FL

Aug 28, 2019

Sold our house a year ago, called to cancel services (was told that was fine not to worry leave the security equipment there). I did and the new home owners initiated services with them. 9 months later I start having monthly payments deducted from my checking account. I called and was told well you requested a deferment (we are renting a condo which we aren’t allowed to put a security system in-which I explained clearly a year ago and I never requested a deferment I requested to cancel). Now I’m being told that we have to continue to pay 82.45 a month until 2/2021! For something we can’t even access but the new home owners are able to. Shady business practice to not be upfront and communicate with customer! Especially when new home owner is using their service with the same equipment we had installed.

0

Score

Mike Caudle College Station, TX

Aug 28, 2019

Absolutely awful product! Constant failures of cameras, false indicators (such as back door is open when it is closed), frequent calks to customer service to report failures and being walked through “fixes” to get system back up and operating, only to have same failures again and again, system failures while on vacations overseas (and no way to stand by the panel to get walked through another “fix.” It’s like being in the military and getting physically abused, then saying, “Thank you, drill sergeant! May I have another?” After awhile you grow numb and know that if you call to get another “fix,” you are going to scream. Do yourself a favor before investing in a system, do your homwork and look at reviews. I would call this an “insecurity system.”

1

Score

Mona Walker Frisco, TX

Aug 27, 2019

I cancelled a month ago when we sold the property. The alarm went off today with the new owners and lasted for 4 hours while I called customer service 3 times to try to disarm it. We no longer had any passwords because it was supposed to be cancelled. The owners were finally able to remove the batteries. DO NOT WASTE YOUR TIME with this company. You WILL regret it.

0

Score

Riva Moore

Aug 27, 2019

This is by far thr worst company and service. Someone stole our doorbell off of the house (not our fault). They want us to pay full price for the doorbell 249.99 yes the one that was stolen and put a claim on our home warranty for a new one another 249.99. And we still have to pay 39.99 a month for 5 years. No one told us that this was 5 years and we would be paying this amount this entire time. We've talked to 3 different ppl and still no help they DONT care about customer at all. I will not refer anyone to this company. Not even my dead dog

0

Score

Global Hybrid batteries

Aug 23, 2019

I have never been through bad experience like I am having with Vivint. 8 months motion detection not working video clips not recording. They tried to instructions me many times I couldn’t fix the problem then they sent technician 2 times he couldn’t fix the problem even he changed many things. At the end he said they have company software issue. Customer service very bad. I asked to cancel my contract since I have long time to fix my issue and no could help. They said I have to pay off all 3 years contract. I said I am canceling because you are not providing me with service they said this is the policy pay off all 3 years. I highly not recommend this company. They charge a lot plus customer service very rude and there service is bad. I hope everything f there is big manger reading my comments will get back to me or if any one know what is the legal action I can take against them? I have everything proven by emails. Thank you so much

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Steven Moses Anniston, AL

Aug 22, 2019

The Bad: Number 1, the quickset door locks suck. The buttons do not light up so it's impossible to enter your code at night if your porch light is off. I also had a hardware failure in the first month and the battery life is pathetic if you use it frequently. BUY YOUR OWN QUALITY DOOR LOCKS Number 2, Door bell camera is nice but it has no optional hardware to angle the camera. My house is brick and it only mounts flat so half the view is just wall. Other than a lack of ability to adjust the angle its pretty good Number 3, This is the big one. Professional installation is an absolute joke. It is not professional at all or in any way. If the hole for your existing deadbolt isn't the right size they will literally just quit. They have no hole saws, skill, or knowledge to install their own hardware unless the conditions are already set perfectly. If your doorbell isn't already fully powered and functioning they wont install theirs. If they come across any condition that doesn't meet their needs exactly they quit. Cameras.....well that one is just funny. No power over ethernet or power from the hub. Nope, they will run the camera power cable (they are wifi based) to an existing outlet. So my outside camera traverses the attic passes through my ceiling by way of a hole they drill and don't seal. Then the wire just hangs from the ceiling down to a wall plug. ABSOLUTE CRAP QUALITY WORK AND COMPLETELY UNPROFESSIONAL Number 4, The financing is very misleading. I was told that they use a third party financing company but Vivint would be drafting my payment each month. I didn't even want to finance I had intended to pay in full but 0% interest is always nice. My money earns in money markets and the stock market so why not right? Well, what was not explained is that you are getting a completely separate product of a bank loan that is serviced completely by another entity. Number 5, the thermostat drives me insane. It's summer and hot. I don't want this thing switching to away every time I leave or go outside for a little. It could just be the way I have it set but I would advise you tweak the settings with the installer if possible. The Good: The customer support is actually good. They are friendly and helpful for the most part. My install is still shit and they offered to send someone to correct the issues. However, I told them not to bother because they confirmed all the shit quality is a result of company policy. They are not allowed to drill any holes except to mount the thermostat apparently. The sentinel camera is very nice. It works well and I love that it has the spotlight feature. The app works pretty well and I love having everything in one place. The Hub works well and looks nice. Summary: In the end I wish I could have hired my own installation services. The hub, thermostat, sentinel camera, and door bell are all good hardware. The customer service is good. The installation service is just atrocious and the door locks they sell are sub par. Not being able to choose that option I would probably choose to hire a local company, spend more on the install, and pick all my hardware individually.

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Patrick olaf Pompano Beach, FL

Aug 22, 2019

Hi, we actually had no idea it was for 5 years, been with them for 3 years and customer service is bad, we paid out of pocket for parts of equipment not all , they are not willing to work with customers to cancel rest of contract, we moved from a house to an apartment and have no further need for this system but are still stuck to it for another 2 years, if you search for a security certainly buy the equipment so you can get out of the contract, the equipment is great but with bad service and no way to cancel without getting ripped off I wouldn’t recommend Vivint.

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Glenn

Aug 21, 2019

Sales constantly came to my house all hours of the day even after I told him I am not interested. One day he caught me out in my garage and scared me in to getting the system by telling there have been a lot of break ins in the area and some were violent. The equipment constantly looses connection and it take the control panel over 10 minutes to reboot. When it reboots it doesn’t connect back to the WiFi router you have to manually connect. Control Panel does not connect to the provided router. Plenty of lag in the cameras and pixelation. I was less worried about my house before I got this system. Once my 5 years is up I’m done with them. If you contact Customer Service they will walk you through troubleshooting and rebooting everything when technically it’s their job to do.

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Lyric Hawks

Aug 20, 2019

They pulled money out of my account when I was supposed to have a credit. My husband called in on the 15th and they said it would be refunded come tuesday morning it's still not there so I call and they tell me they credited my account again about 10 minutes later she tells me they are refunding it but can take up to 14 days wtf. Even when we were sold this junk we were told top quality and smart sensing. The doorbell camera goes off with ever gust of wind and everyone walking in the street. Stuck in 5 year contract now for this bulls***.

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Stephanie Cooke Greensboro, NC

Aug 20, 2019

High pressure sales, in which salesman is comfortable lying about payment. Contacted salesman about canceling sunday, signed that friday, and have not heard from him since. Supposed to get full refund of extracted funds, but have heard no confirmation. Emailed notice of cancellation, heard nothing back. Will be calling today. This is not good business practices. Buyer beware.

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Amanda Houston, TX

Aug 17, 2019

Seriously. The. Worst. I have had 3 main units and two cameras because they keep failing. The one I have currently keeps giving me a warning that the backup battery is not charging. I'm tired of having calling and calling and calling to get someone back out to replace their crappy equipment. My contract is up in a month and I am counting down the days!