Vivint Reviews

Where to start with this company!!! They are terrible customer service is terrible and management is even worse. On 6 separate occasions we have taken off work and had no call no shows. Twice during installation they drilled through our siding both times leaving holes someone else had to come out to repair. Because we have an older house the damages exceed $10000 dollars because you can’t match the siding due to the wear. They also broke my surround sound. I have threatened to contact the Ohio chamber of commerce and still nothing gets fixed, I have sensors downstairs that don’t work when I set my alarm. Had a tech finally come out before I had to go to work, he left during the appointment and disappeared for hours before arriving forcing me to reschedule. To top it off I got a letter in the mail from citizens bank saying I owe the $2000 for equipment that they stopped receiving payments for in February because vivint decided to stop paying so now that’s in collections.

I wish i could give negative stars. The story of my experience is much too long. But to sum it up. This is the email I sent to terminate my service. (Btw I called at least 15 times about cancellation. Months prior to contract being up and a month before it ran out. The day before it ran out. The day it ran out. The day after. And so on. It took 3 months after contract to get them to stop charging me.) "Reason for discontinuing service: This is the worst company I have ever worked with. Your equipment malfunctions. Your costumer service is a joke. I regret the day I let your representative enter my house. I will never refer anyone to you. In fact I'll tell people that they are better protected with an attack ferret than they are with your home security system. I will also inform anyone that I know that maybe looking for a home security system that the only thing comparable to your customer service would be walking through the gates of Hell, barefoot, trying to find a needle in a haystack that is on fire, with a paper bag over your head that is also on fire, while a rabid badger attempts to claw your eyes out. Oh and the badger is made of fire. Do not charge me one more month on this service. Discontinue now. Forever. I will be expecting a confirmation email to make sure that this email (like many phone calls I've placed) doesn't get swept under the rug. Thank you for your time. Love, Lindsay" Oh and btw they never emailed back. I had to do an additional 3 phone calls to ensure I wasn't charged again. The customer service doesn't care at all if you are upset. They have a script they stick to and are on loop. They will not help you. They will not be swayed. I have spoken to supervisors. And head supervisors. They legit do. Not. Care. They know you are stuck in contract and can't leave so they aren't concerned about you going anywhere. That's why they have 60 month contracts. They are the actual worst.

Had a few issues in the beginning. But we were able to get a technician that cared and was thorough. Got everything hard wired. No problem, since. I had ADT years ago. And the only reason I got them was I knew the technician. Would not use them otherwise

I live in Belmont Crest Community in Upper Marlboro Maryland. Maryland being the hub of the intelligent community. I have Vivint security system. Vivint is a wireless system that is easily hacked (once the router is hacked the criminal controls the entire vivint system) and worse than that Vivint offers the app in order to monitor the security system while your not in. If the app is accessed and attached to your panel anyone with the app can turn the system on or off and the owner will never know. Vivint system is useless because of this major issue. I have neighbors who seem to bring their work home, hacking into other neighbors routers access and gaining control of any item connected to the wireless router. by gaining access to all peripherals connected to the wireless network these bullies are able to acess the computers, internet, surveillance cameras and security system if its ran on the router. there fore breaking into their neighbors home. knowing this when I purchased Vivint I told them of the hacking and ask if their product was hard wired. they said yes came out and installed a wireless system. I found out a year later that Vivint doesn't even have or offer the hardwire system. my house has been broken into several times. vandalized items constantly stolen. The neighborhood is in Prince George County MD. the police station has no cyber section so when reporting the offense its like talking foreign language and you get no assistance. while this band of thieves reek havoc on the Belmont Crest Community. right now 7 houses are up for sale in this small community. I know I am not the only victim.

A really nice system when it works. I have had my monitored system for just over 8 months. It looses cellular connection on a regular basis. With no connection it can’t tell Vivint when someone breaks in. Not only can they not tell when someone breaks in, they don’t even know that they have lost connection with your system. After about 6 months of complaining... they came and checked it out. The tech said that he needed to order a new cellular antenna that would get a better signal. Two weeks went by and nothing... I had to call. When the tech showed up with the new antenna... the cable for the antenna was not there. He had not even checked the box before he drove 60 miles to install it. Now it’s been another two weeks... still no cable. I called... they say maybe another week. Grrrr. And in the mean time my system is still not monitored. The phone support people are not allowed to call you back if you get disconnected... and you get disconnected a lot... wink wink. If I hadn’t put so much money into this system... I would dump it. Don’t buy this system.

Vivint is the worst company I’ve ever dealt with. The seamed my home unserviceable but has continued to charge me for service. Every time I talked to their customer service the just have given me the run around. Their customer service has lied to me. I aske for my account number and several time I have gotten the wrong number. I was told that I would not continued being charged since all equipment was returned. This is just ridiculous. I do not recommend this company to anyone. I’ve spoken to other people that has and had their service and most didn’t like the service or the equipment that didn’t work most of the time.

If I could select 10 stars BELOW NEGATIVE I would. I pay $49.99 for monitoring and $32.86 for equipment each month FOR 5 YEARS. That's $82.81 total each month FOR 5 YEARS before I can get rid of it.... The total Vivint equipment I received was the basic; 1) wall panel.... 1) front door keypad with a doorbell camera, of which the wiring is exposed and can be easily cut... 1) backyard deck camera that plugs in at chest height. It also can be disconnected easily at any time.... GREAT SECURITY SYSTEM RIGHT?? 1) side door keypad.... 2) inside motion detectors, 1 up & 1 downstairs..... 3) door sensors that were already in place from a prior alarm system. 1) Fire and CO2 ceiling detectors.... I paid $1,971.31 just for this minimal equipment, plus $49.95 a month for monitoring. Also, I immediately had to pay a $99 installation and processing fee.... I have NO cameras INSIDE MY HOUSE.... I was told 85% of the equipment I received came free with my package, not true, I paid for everything plus more.... After 1 year I am still being charged for equipment I returned or never received.... To date there has been no reduction in price or answers to my concerns or question. I purchased the system because I am a 70 year old, single, disabled woman on a limited fixed income. If my children stop by to check on me, the alarm cannot be reset at the door panels, showing I am still in the house. It will only show the house being empty. If I then walk through my house the motion detector sets off the alarm. The city charges a $100 false alarm fee each time I can't get to it. When I told them anyone was able to unplug the backyard camera, their reply was, "Well at least it will first take a picture of who's breaking in". REALLY! Sure hope they aren't wearing a hoodie!!!! Starting at day one I have spent uncountable hours over the past year fighting with Vivint customer service. I've been trying to obtain legal information, get things repaired, what equipment I am paying for and getting a copy of the contract I signed... I am told I legally have to keep the system for 5 years.... I was mislead, lied to and deceived in every sense of the word.... The information the sales kid gave me was scribbled on a plain 5X7 white card. Nothing he wrote made any sense, nor was any of it accurate.... Don't trust or believe anything told to you by the sales team and don't think the company will ever back them up.... Do I feel like a total uneducated idiot? YES I DO... FYI; If your told they have no control over the equipment or defects cost don't believe them. Vivint owns the financing division also. They just want you to think it's a separately owned bank or finance company. Vivint is in total control of all the purchased equipment, all billing matters and the monthly monitoring operation cost you pay for. VIVINT IS A BAD, BAD, BAD INVESTMENT.... DON'T OPEN THE DOOR TO THE SO CALLED TRUSTED VIVINT BADGE AND SHIRT....CHOOSE ANOTHER COMPANY.

In 2014 my house flooded cutting the power to the alarm which in turn called the police department and Fire Department neither one knew which place to go to total failure. And turnip on cancellation and talk to a representative about canceling they said that everything was taken care of. after several months that pass probably about 6 months I started getting bills saying that I owed for this and that service provided and a contract that I did not renew it under the contract it automatically renews which I wasn't informed of by the representative Vivint. Later found out that I had to write a letter to them stating cancellation which makes no sense under the contract that renews automatically. Vivint is a joke for a security system if it was a fire power cut off the alarm system the fire department and everybody else wouldn't have known where to go. be careful this comfy I wouldn't sign a contract to save my soul for these clowns that run this company.

The reviews I had read at the time in January 2018, people liked Vivint because you had the option of going on a month to month choice of monitoring. I was also reassured of this by the installer, provided I payed for the equipment and installation up front rather than paying over a period of years. When I did want to cancel my monitoring, I was offered lower payments, and to cancel I needed to give them 30 days notice, and they still continued to charge me even after two months from the time I had contacted their customer service. Avoid this company; their only interest is to bring in the money, they do not care about the customer. They are extremely difficult to work with, and I finally got the last payment reversed only by filling a complaint with my credit card company. I find the equipment to work as advertised, but this is a bait and switch company. Tell you one thing; do another.

This is the absolute WORST company. DO NOT SIGN UP WITH VIVINT. I REPEAT....DO. NOT. SIGN. UP. WITH. VIVINT. If possible, I would give them less than 1/2 star. Their products are awful and don't work. I had multiple cameras at my residence and they would constantly drop off line (meaning the cameras would shut off and not record). In the first 90 days, between my cameras dropping off line and my main panel dropping off line (I have 400Mbps speed), i had to call over 30 times and had a Tech sent to my house 7 times. They ONLY answer they give me is "we are having software/firmware issues." Do yourself a favor and save your time, money and sanity by signing up with a different alarm company.

Customer support is very inexperienced and lack the knowledge to resolve any problems presented...Vivint products require lots of attention and are extremely faulty. After multiple equipment failures and replacement and spending hours on hold, Vivint is indifferent and to do anything outside the norm to fix an ongoing problems. From what I experienced I would not recommend Vivint to anyone. You will spend most of your time waiting on hold for Customer Service to maintain the system on a daily basis. The average wait time is over 30 minutes and with persistent and faulty equipment failures, you will end up spending most of your time on hold to maintain a system that should run with a very minimal amount of maintenance.

My wife and I are building a house and things were stolen from the construction site one day and a few days later a salesman approached us at our current house. So we discussed how we wanted it for the new house and the salesman informed us that they could install here at our current house and move everything to our new house for free. LIES!! We contacted them bc our contractor wanted to speak to a technician so he could have it all set up how we wanted. They refused to let him talk to anyone and then informed us that it would be 130 dollars to pull the old stuff and another 130 dollars to install it again... Ha not happening. After 45 minutes of arguing with the lady on the phone they did finally wave the fees. Doorbell cam goes off 45 times a day for no reason what so ever. Seems to detect me when I walk up my drive but didn't detect the people breaking into my wife's car. Annoying. I don't like Vivint and wish I could get out of this stupid contract

We cancelled the Vivint installation before the 3 day grace period. Found some discrepancies in what we were told and found they were not licensed by the state fire marshall in Louisiana. When they did the install, the technician plugged the wall panel into an RFID socket. We’re told that they should not be done this way. The salesman told us some untruths about where equipment could be installed when in fact could not be installed in these areas. Vivint would have to do better to regain is as customers. Definitely a good experience for us. They also do not make it easy to cancel service.

After 6 months everything we purchased systematically started to fail. First the outside camera. Replaced. Then the doorbell. Replaced. Then the garage soor opener. Replaced-twice! Then indoor camera. Replaced. Then the panel. Replaced. That is not including software and zwave issues. We have yet to go 6 months without something failing. Very disappointed

I received faulty equipment. The technician did not bring DVR which is the piece of equipment that stores the video, which I paid for, he said I didn’t need it. The technician did not want to install an outdoor camera in my linea, which I asked for and paid for at Best Buy. The technician took the price of that camera off my bill. When I said I wanted to return the equipment within the 2 weeks provided by Best Buy, the salesman and his associate, whom by the way was the girlfriend of the installer, they both told me they would give me a 30 day trial period to see if I liked the equipment after the DVR was installed. The equipment never worked and I called within that 30 days and the manager of Vivint sales in Sarasota said, “oh I am not authorized to extend a trial period”. Then they said the equipment must be tested, which it was and the remarks showed the technician said the equipment was not repairable”, they said it wasn’t clear and another technician would have to come out. To say the least every time it’s scheduled there is a reason the tech doesn’t get here, several said they could not get through the gate n put 30-45 minute wait time on their ticket n never call me, went to the neighbors house or never showed up. This is a piss poor company selling a piss poor product, a touch screen, 3 window sensors, an indoor camera with bad pixels and a door bell camera for the grand rip off price of 1299.00. Good luck getting a refund. I have to file a Federal Complaint. Oh and they also charged my account for the DVR twice and had some other false charges on there.

WORST company EVER! None of the equipment ever works, customer service is rude, and you do not get what you pay for! I pay $74.19 per month and the only thing that works is the door lock! The panel will not connect to the wifi the camera doesn't work, hasn't for a year now they say you have to update the software constantly! Camera still doesn't work They won't let you out of your contract and I had to go as far as calling my bank to put a block on my automated debit payment to them. I told them I refuse to pay for garbage that doesn't work and they will not get another penny from me! DO NOT SIGN A CONTRACT WITH THIS COMPANY!!!!!! If anyone knows a way Vivint's victims could all come together and file a class action lawsuit they absolutely should. all of us deserve our money back!

Before you buy or sign up, PLEASE read and believe the comments you see. I wish I had hopped on this site before I signed up! Price: Equipment: 34.29 / month for 59 months. Service: 49.99/month for 60 months. I made one of the greatest mistakes as far as choosing a home security provider. Previously, I had ADT, and being a first time homeowner, I was new to the security systems and how they work. When a Vivint marketer came to my home, he explained how Vivint works, and I opted to switch from ADT because Vivint had cameras and locks that could be remotely controlled. The system worked well for the first month, but shortly after that, I had to call Vivint Support for an issue with my door pad, which needed to be reset from the system. After that, I was charged for installing the Nest, about two months later. When I first had the system installed, the AC needed repair, so the representative/marketer said that Vivint would come back and install the Nest at no cost as it was part of the initial installation. However two months later, when a rep came to install the Nest, a fee was assessed on my account and I had to fight it to get it off my bill. After that, I had problems with the nest not working or updating from the phone app, even when my app was updated. It had to take several weeks of calling in and resetting the thermostat, that the issue was temporarily resolves. At the same time, I had problems with the Sky Panel kicking off the WiFi and would stay off for hours. With the WiFi off, the cameras were off on the app, so I could not monitor the home when away, and I could not control the temperature remotely either. After weeks of going back and forth resetting everything by calling customer service every time, one rep was able to determine that my panel's software was not up to date. I wondered why the other representatives did not know this. Also, I was told that e-mails are sent to remind people of the software updates. My e-mail on Vivint is current, so is my phone number. Not once did I receive an e-mail (not even in my junk e-mail) or a phone call about updates. Now, I am back to the place where my alarm keeps sending false alarms/signals because once I bypass a sensor and leave the home armed, and the WiFi kicks off and then comes on, the system does not recognize the bypassed sensors, and it reads the signal as a triggered sensor. It is atrocious when the system does this in the middle of the night after midnight or around 2:00 am, 3:00 am, or 4:00 am. My neighbors are angry about this, and they feel I should either disconnect my system or have a tech come and check it. The police officers have come to attend to false alarms, and sometimes I have had to terminate them from my phone app. Yes, I have asked for a tech to come (06/11/2018), and I am now in the second week with no tech scheduled. Why? Someone was supposed to call and schedule but no one did. I had to call back thrice to find out about scheduling only to find out that my case has been scheduled as "open". What does Vivint mean by this? There is no tech available for the area, so Vivint will have one available on the 06/29/2018. Although there is penalty for cancelling Vivint, legally, Vivint is not holding its end of the contract, so there is a breach here; the system should work as promised, and if there are any technical issues, a representative should be sent; but this is not the case, yet I continue to pay faithfully. If the system disrupts the community, I get warnings and bills from the False Alarm Reduction department, and Vivint ignores the issues or is incompetent (mea culpa – Vivint is too busy with other matters), I have a legal right to terminate the contract. It took three different calls to get Vivint to register my system with the county (after two reps refused to) as is required by the county law. Please, reconsider if you plan to get Vivint. Initially, after have the installation done, I referred five people, who are now surprised because I went from singing praises and bragging about the system to disapproving it based on all my experiences and what they have witnessed going on with my system and the customer support. Note: You have to pay for a technician to come out if you cannot troubleshoot the problem over the phone, which includes climbing a ladder if your outdoor camera is installed at high location or maneuvering the system for those who are challenged in technology. Be cautious if you use pre-installed sensors (by a company you may be switching from), I just learned last week that they are bound to fail, and the customer is responsible for having new (Vivint) sensors installed if this were to happen.

U have to choose a star, so I chose 1. After 1 whole year, it's FINALLY over! I have fought and fought & finally, my service is ended w/o penalty! The installer Travis came to my home more than 12 times after the initial install. The salesman Mark W. did not disclose complete and accurate info. to make an informed decision. Their records never showed all the installers visits because they were not logged. I had/still have text messages from saleman and installer apologizing. The salemans boss never returned any of my calls. The system and equip. had continual issues and they sent tech after tech after tech!!! They send techs to verify "serviceability" but refuse to address any evidence you have or # of visits to consider cancelling your acct. for multiple issues! Their promise is a JOKE! If you call in be prepared to spend at least 1 hour 30 min. easy and brace for multiple transfers. Supervisors, forget it! Citizens One was a HUGE help I think in finally getting my acct. closed and every person I spoke with at Citizens One, has heard my same story regarding customers trying to get their service cancelled! It is nearly IMPOSSIBLE! I am SO RELIEVED as I have literally had to fight & plead my case and spend precious hrs. day after day, week after week in attempt to get this system removed. They give you multiple email addresses to their so called "legal dept." and "Office of The President." I asked them to take the equipment out, lets part ways over 25 times, the same # of times a tech had come to my home. I thousands of miles away and I received more than 15 calls about a false alarm and the police came to my home more than 10 times, sometimes 2-3 times a day. This is MY REAL experience, from May 2017 til May 2018. This is my 1st home and my 1st year here and I have FOUGHT, long and hard! Numerous headaches! If you arent up for fightining(literally) please, please, please, Save Yourself. Save your time. Now I am awaiting a refund going on 3 weeks! I AM GLAD TO SAY ITS OVER with this company!!! Oh and the techs will say your 100% satisfied on their visit notes, never true documentation.

My cameras would go on and off line, alot. Customer service walked me thru steps to fix it, but didn't work. they said they would send someone out to fix it, no one called for a week so I called to see when someone was coming, mean while a tenant stole from my house, and because the cameras weren't working it never caught the theft. luckily the police got the truth out of the person, who I thought did it. I'm glad I cancelled my service with Vivint within the 15 days. otherwise I would of been stuck with poor cameras, also the night vision on the cameras sucks.

Absolute nightmare. I read a bunch of reviews that were positive and they seemed to have a good smart home system. We called to set up service and the sales person walked us through everything and scheduled a technician to come out and set us up. When the installers came they set up the equipment and then asked us to sign financing paperwork, much to my surprise as we were not told the equipment was a lease. Since the equipment was already installed we decided to go for it anyway, so we agreed. However they were unable to get the system to connect after nearly four hours and we had to schedule another technician to come back the following week. That guy came and was incredibly unprofessional and after another three hours the system was connected, but not activated because their system wouldn’t recognize any of the agreements we had already signed the week before. So after almost 7 hours of technicians in our home over a week period we still didn’t have an active security system. We were told another technician would have to come have us resign all the paperwork. When I called to ask about this I discovered they have a different department for literally everything so I was transferred about five times before we canceled. One of the transfers was an “account manager” who was rude. Interesting when we got to the person to cancel they didn’t even bother to ask why or what happened to make us cancel. I spent nearly an hour on the phone, almost all of which was hold time between transfers and even the cancelation department had me on hold for over ten minutes while they canceled it. Everything about the experience was a total joke and huge waste of time. Do NOT bother with this company.

Thankfully we did not sign for this service. The salesman was extremely pushy, wanting us to sign immediately while standing in our driveway. We set an appt for next week and he shows up today hoping we could sign. We looked at all the reviews and immediately knew NO WAY !! I called him to cancel our appt for next week and told him about the reviews and he went on and on about their 4 bazillion customers and if we check Disney's ratings they aren't so good. I nicely told him again cancel our appt for next week and thank you and he kept going about Disney and Walmart reviews. I had to HANG up on him. I hope he doesn't show up at our door next week or ever again. I told him I wouldn't buy a car with such bad reviews or eat at a restaurant with such bad reviews, certainly not taking home security lightly . RUN RUN from these sales people and Vivint.

If I could leave no stars I would. LISTEN to the reviews, this company is absolutely horrible. I was apprehensive from the beginning. When the installer showed up he told me I would not be able to get any camera locations I requested. He chose the easiest and most acessible areas because as he explained: its hot, he’s too big to get in my attic space and I’m his last house. I was so disappointed but he assured me I’d be happy when he was done. 8 hrs later, most of which he was on his phone, he was finally finished. He said he was on overtime so maybe that’s why he turned a 3 hr job into 8. Before he left one of the cameras wouldn’t stay online. I called the next day and they said to keep rebooting it. The third day I told them I didn’t want the system and for them to please come remove it. They begged for another chance to make it right and sent a second installer to put the cameras where I originally wanted them. They also agreed to give me a free doorbell camera and repair the damage moving the other three cameras. I allowed them to only move one since they gave me a free camera to cover the area one didn’t cover. The 2nd installer couldn’t believe how horrible of a job the 1st installer did and took lots of pictures. He said the other guy should be fired. He redid the entire wiring job and moved a camera. Right before my 15 day return period expired I settled for the damage to my house for an underbid $300(which I definitely won’t be cashing). Then I got multiple phone calls a day but no messages. I returned one of the strange robo calls one day and an associate tells me they have no idea why they called. A couple days later they tell me I have an outstanding bill for a camera that was unpaid. I was so upset that this as happening. After dealing with four different people (Tabitha, Madison, Corina and Jakob F.) for three days and over 5 hours of waiting they agreed they don’t have enough evidence to warrant my promised free camera. In other words apparently I imagined it all. Sorry for the long winded review, a follow up coming soon. I will fight this till I get resolve. They may have screwed over a lot of customers but I refuse to be a victim. Run!!!

Vivint ~ a bait & switch hustle. They send a young rookie out as a door-to-door salesman who knows nothing but promises you everything and makes discounted offers that don't exist. They take your money a quickly bring in a large crew with a Supervisor (only 1 person knew what to do) swarming throughout your house drilling holes to mount their lousy equipment which never worked properly. The Super then tries to up-sell add-on equipment pieces using burglary fear tactics and making you sign each add-on piece on a tablet that impossible to see or read. I was made to feel uncomfortable with Vivint's business practices, honesty and reliability of their equipment. Since nothing ever worked properly it was an easy decision to cancel their contract and have them come back and remove their junk from my house and well within the 3-day cancelation rights from the state for door-to=door salesman. They had procedures for returns and refunds that seemed like they did a lot of returns? Dealing with their accounting was enough stall and struggle that it seemed much more intentionall than incompetence. They ran up over $5K in charges on my credit card and played like they did not know who I was. They really want all of the reoccurring monthly charges (like monitoring & notifications) they can get out of you for which they had already started billing me and eventually "found me lost in their system" and then refunded all of my money. Save yourself from what I went through and do not buy from Vivint's door-to-door gimmick from a salesman working a summer job.

I feel they took advantage of my mother, a senior citizen, who cannot afford it in the first place! I will be getting a lawyer and will definitely take legal action, if necessary to rectify the situation! Warn your elder parents or family and friends to never answer the door to anyone they do not know! Above all else, door to door salespersons! Especially in this day and age. We have to protect our elderly from certain personas like these!!! P.S. I don't even think she got all the equipment offered for the price she paid, apx $54.00 a mo (automatic w/draw). Obviously a scam type set up! BBB's gonna get an earful!

I went to Best Buy and put together a system that I thought would stay in my budget and satisfy my security and convenience. Wow what a shocker. I had the work sheet that had everything I wanted marked off with the reps name and phone number .he assured me what he marked was what 8 was getting .. when installer came he said the camera would be another 299.00 and that somehow I owe for the camera and another 100 dollars ... ( Bait and switch at its finest ) . I called my Vivent rep and he said he would straighten it out but of course I am still waiting . I am completely disgusted with BEST BUY and VIVENT , Best Buy for letting them sell from there store and VIVENt says the problem is with Best Buy ,, all a run around .i asked why my receipt wasnt itemized and they said the computers can’t do that ... ha ha .. so when you get a receipt from Best Buy nothing is itemized if it’s Vivent products ,, I strongly encourage you to stay away from Vivent and shame on Best Buy for letting them get away with it ..

I was a Xfinity security customer through my cable company. When I decided to switch internet and tv carriers I needed to find a new alarm company. I had heard some good things about Vivint and I was excited about the technology you folks offered. I ordered my services and they came out and installed the equipment as agreed. Everything was great. I was getting the alarm plus adding a doorbell and indoor camera which I thought would be helpful. I was wrong! Not a two weeks after it was installed the problems started. The doorbell camera went offline. I called the young lady on the phone was extremely easy to work with she walked me through getting the camera back on line. a week later again it went down. I tried to fix it myself, waited a few days tried again, after being unsuccessful I called in again. We walked through the reset and got it back up. Then, the indoor camera went out. I got it back up. over the next 2 months I would have to call in 3-4 more times do to camera issues. not to mention the app telling me it can't connect at this time on several occasions! The most recent outage on the doorbell camera was a few weeks ago maybe a month even. I called the young lady again helped me walk through reestablishing the camera. She asked if she could send a tech out to look at the camera. we scheduled an appointment. The tech did not come out. Since then I have given up on the doorbell camera and indoor camera. I left them both offline and stopped calling, stopped begging for someone to help me get the system to work the way I was promised it would. Somehow my indoor camera has miraculously come back online and the doorbell camera is still offline. I called in on 5/16/18 around 5:30pm. The young lady I spoke with went over my options. I am moving and I informed her I do not wish to take my service with me seeing as how I have paid it consistently every month and have yet to receive the full service I agreed upon. She stated that I am in a 5 year contract and that I would have to pay the $65(roughly) I pay per month for the remaining 56 months of the agreement to cancel. That is about $3640!! I informed her that when I signed my contract I was told that I was not in contract for the monthly monitoring I was simply leasing the equipment and if I cancelled I would have to pay the equipment off(about $960). So I was astonished at the over 3600 dollar figure she gave me. I said let her know at this point that I wanted to cancel and needed my options. She replied I could pay the $3600+ dollars, move my services to the new house, or ask the new buyer to take over the system. I requested to speak with a supervisor. She informed me that she is the Account Manager and there was no one else to speak to that would give me a different answer. After several requests she finally got her supervisor on the line. He proceeded to confirm that the young lady was wrong about the amount to discontinue services and that it was in fact just the remining balance of the equipment lease as I thought. After explain the situation and all I have been through Derek informed me that I was only having issues with the doorbell camera and that is one small part of my system and not grounds for me to be let out of my "contract". However, I ordered the service because I was getting cameras, which I did not have with me old system, and I was paying for a whole solution not individual pieces to work and some not to! I explained that as a consumer at some point I have to come to terms with the fact that I have made a poor investment by doing business with your company and cut my losses. I find it appalling that the answer after your service has never functioned properly was sorry your stuck but we can send out a tech to look at the cameras. Oh, the tech that never showed last time?! that is the solution. So, in the end I had to schedule my move as it seems to me I have no choice but to move the service and HOPE the same issues do not persist at the new house. I am then transferred to the moves dept. The gentleman schedules my discount for 5/22/18 and my install 5/29/18. However, this morning I get an email stating my install is scheduled for 6/12/18!! over two weeks after I move into the new house. I have never had such an all around poor experience with any company I have done business with. I have never paid for a service, had it not work correctly, get no resolution to correct it, and be forced to continue to have the service that is not working properly. Vivint has not held up their end of the agreement by providing me a working system as I am paying for even though I have fulfilled mine by paying the agreed upon amount. I will be sure to let anyone who will listen to me know what a terrible decision it was to do business with Vivint. I am sorry it has come to this but I don't know what else to do at this point.

Had old viv system upgraded a few weeks ago Tech knew system not working properly Said he would be back in a few daya with the proper equipment...never returned Made an appointment firfor a few days later. After that system has no delay when door opened. Alarm going off. Since it was not working properly could not cx police. So police have been to my home about 4 times. So today was my appointment...no one showed. Said I cx....no no no Called to voice my frustration with the alarm consistantly going off but not cx. Put on hold for about 15min no one kept me informed as to why I was still holding. Finally a "supervisor" came on and couldn't do anything but say im sorry and make another appointment a week away. TERRIBLE SERVICE

Do not buy anything from this company , they are the absolute worst. We cancelled our service with them after their equipment malfunctioned numerous times .I disconnected all equipment , I called to say “Please cancel” , they said , Oh OK , please send us an e-mail with that request . I kept getting billed , I called again , they said oh , Please send us a letter , I did and of course kept getting billed , I called again numerous times to no avail . So I never paid another bill. They sent me to a collection agency indicating that we owed for services rendered , how can services be rendered if the equipment (that they can monitor ) is disconnected? My credit score was affected because of those losers , a bad , garbage company . Buyer beware .

Our system worked well for a couple of months and then the cameras began to fail every week. We have had multiple tech's and they just complain about the previous install. The last tech advised us that the internet is the issue along with the company changing the software, so the system will always work poorly. What?! I have never been so frustrated with a company or product. It does not work! They have an amazing sales pitch I just wished they all their claims were true.

I purchased the whole package because I was made to believe that Vivint was produced a great product. Instead of purchasing I should've rent to own because I would've already had them come and pick their product up. I've had issues with cameras, the panel and their app. Reality has hit me in the face and the wallet because they refuse to refund my money. I am constantly on the phone with their support trying to get cameras back on line, have had their technicians come out and worked on the system several times. I would not recommend these system to anyone. Save yourself money,time and headaches. Find a local alarm system carrier because at least this way you can see them at their offices.

I had high hopes for this company. From the beginning there are issues upon issues upon issues. The list goes on and I am just perplexed they are a legit company. I’ve had four no show technicians. Which means I was stuck home waiting for them 4 different times and was left without a security system. After speaking with managers, they don’t know why they never came and I was keeping in touch with them throughout the day of appointment. When they do show up for service, they are sloppy and ‘run’ out of the equipment they came in for. The equipment is garbage. I have to reboot the system every few days. The screen locks not allowing you to disarm. The siren doesn’t go off when it should, the app is horrible, it shows that you had successfully armed your home when it fact it hasn’t!!! What good is an security system if you have to constantly sit and play with it to work?? And what if you are away how will you manually reboot the system?? Please save your troubles and go elsewhere to protect your home and family.

Plain and simple. CROOKS. It's a shame they send out nice young men out to sell crap. Even though i informed them 2 days after they tried to install it (key word tried) that we did not want it in our house, they refused to cancel service. Vivint would keep sending different techs to fix it. i would insist they take it out of my home but they refused. I spent 3 hours on the phone with some lady as i traveled to Houston to help with Hurricane Harvey. Houston will be totally rebuilt from devastating water damage and i will still be waiting for them to disconnect my worthless security system. While we were out of town, the great remote system turned our heat control up to 96 degrees. I had to buy a new a/c-heating units. I tried to stop my automatic credit card draft. Vivint- who wants us to trust them to protect our homes, changed my Vivint account number to continue to bill my credit card . They are without scruples. I've been in business all my life and am appalled with their lack of true customer service. It's quite apparent that they are a disgrace to Provo Utah. They even had the audacity to tell my neighbors that i fully recommended it. For SHAME. If you only read one review, this is the one.

Vivint installed our system back in fall of 2017. The day after it was installed, one of the cameras went down. I called customer care and they were unable to troubleshoot it so they sent out another one. Once the camera arrived they sent out a technician to install but he was unable to get it online. On several occasions the front door contact sensor would lose battery power within a few days. The final straw was when our outdoor cameras would not detect movement when they were supposed to. I called customer care again and they said they would schedule a technician. They say the technician was to show I took off work for their four hour window but he never showed. I called support and they had told me that the technician canceled the appointment on his own because he could not find my house even though he had my phone number. It was based on this incident we decided to excercise our ROR and cancel. When the technician came out to do the uninstall he took all sensors off wall but said he was not responsible to do any repairs or patches. I had to puddy, sand and repaint all. Recently, I noticed my fan on my HVAC runs continuously though it is off. The technician had reinstalled our current Trans thermostats but I believe it was done incorrectly. I called support and they informed me that because I’m not a Vivint customer they can do nothing about it even though it was their technician that did the work and it’s not working as it did before. Very disappointed in this company. DO NOT USE THIS COMPANY!!! OR EVER RECOMEND THEM.

Many problems from the beginning, Cameras went down within three months, called customer service made an appointment to have it checked out, gave us a four hour window. Never called or came by. Rescheduled and they did come out but the fix only lasted a month. Called again, scheduled an appointment and they didn't show or call, again. Rescheduled, yeah they came this time and couldn't fix the cameras. removed cameras. Kept the sensors and thermostat control. Then the thermostat control started acting up. Called for the third time and for the third time they didn't show or call. However, they did charge me a service fee. Called customer service and complained, how can you charge a service fee when you didn't show up. I said I wanted all equipment removed and to cancel my service. This time they did come and removed the equipment, however, they would not take the equipment with them and left it. Called customer service and they said we were on a 5 year contract and even if the equipment wasn't working and had to be removed, we still had to pay. DO NOT USE THIS COMPANY!!! OR EVER RECOMEND THEM.

Vivint delivered a product back in September 2017. We had some minor issues in the beginning, which were supposed to be solved at the time. The system worked briefly for approximately two months until December 2017. Beginning in January 2018 until now, the system has not worked whatsoever and for the entire month of March 2018, has been down 100%. After spending numerous hours on the phone with the Customer service, they refused to cancel the contract, which they have not upheld, and have requested to send a technician over after already sending one over approximately 2 to 3 times and not resolving the issue. We’ve had a service that has not worked for well over a month that we are still paying for and which they refused to terminate the contract, which they have not upheld. We keep calling them and they claim they will give us a credit, or cancel service if it’s not going to work, and when there’s no satisfaction there, they no longer return calls or actually send anybody. We spent well over 20 hours on the phone with them going back-and-forth trying to resolve this matter but they keep saying they just need to come one more time. One more time has turned into approximately a half dozen, so how many more times do we have to go through this and pay for a service that we’re not even receiving.

At first my husband and I were thrilled about the service once it was installed. We would go out of town every other weekend to visit family, but I could turn our lights and alarm on and off via the app so my mom could feed my dogs and people would think we were home. I was a bit annoyed by the obvious college student going door-to-door trying to make a sell, but wasn’t very knowledgeable about the what he was trying to sell. Their “professional installers” were anything but professional. I’m sure they were the “salesman’s” friends. They drilled huge holes in the walls just to drop the wires in the walls. It was a chaotic scene to say the least. We would lose the ability to use either my husband or my PIN number often and would have to call to get it fixed. We lost service more than once and we would have to call to get it fixed. Most often they would act like it wa our end, but always turned out to be some kind of glitch on their end. When we were going to move I called to defer my service, but they refused to do so. They said I would have to continue my service or pay $1200 to cancel. At that time they said I had just over a year to finish paying on my contract -I asked for the contract end date. When my contract end day arrives I called to cancel service and was told the same thing, I had to continue to pay monthly or I had just over a year till my contract was up. When confronted with my previous conversation that I was told over a year ago I only had just over a year the person never apologized or said anything except I had over a year left or I could pay $1200. I could have paid the $1200 a year previous and would have said money. What a scam!!! When I could finally cancel my service and I explained why I was canceling the girl did not act surprised by what I said, but like she has heard it before and was truly sorry for what happened. They do not honor their customers, do but take care of them, they lie and have horrible customer service.

Just want to get the word out there to help keep anyone else from making the same mistake that we did. Do NOT under any circumstances sign any kind of a contract with Vivint! Their equipment is garbage, their customer service is even worse. Here is a perfect example of how this company works. Our carbon monoxide detector went bad about a week and a half ago. After dealing with them for about 45 minutes on the phone, they finally decided it was bad. Finally got the new detector on Friday. Should have been a simple process of installing the battery and attaching to the base. Nope, you have to call them and waste more time. Finally got that done, then the phone tech says, " I see your system needs a software update. I can start that now and you don't have to stay on the phone as it will take close to an hour." I screwed up and told them to go ahead. Their new update screwed my panel up so that now even thought the camera is working, the panel can't communicate with their router, or any router for that matter to see it. Of course, they want to charge me a fee of $50 to come out to fix what their update screwed up. DO NOT get a VIVINT system for your home security. Consider yourself warned.

My initial review of this company was great. We were promised 1 free move so we tried to take advantage of it. We sold our house, and moved into an apartment to start looking. We asked for a deferment on this service. Vivint does not know how to do this. Every month for the past 7 months, I have been charged. Every month I have to call them and explain my situation. The one department does not know what the other is doing. Now that I have removed automatic payments, they call me looking for a payment for a service I do not even use. I do not understand this. Alarm.com was a great company. Not Vivint. The collections people they use were not professional at all, and couldn't grasp the deferment process. They have not made good on this "Free Move". I am disappointed in this company.

They have been horrible! From the first installation we have had to have three service calls. Obviously outside contractor. One had no idea how to get the smart thermostat to work in sync with Vivint security. They replaced thinking it faulty. They left same issue continues. They want us now to PAY for a service call for THEIR faulty system. Oh and initial install, over three hours! Would never recommend.

I have had vivint for almost a year - every other month something goes wrong with the front door bell and camera – now it’s been going on two weeks with no door bell and camera, so frustrating – their answer after days trying to fix the problem on their end was to have a repairman come and charge me $35 to fix this technical problem – I have spent over an hour on the telephone with these people with no satisfaction – now my only solution is to wait two weeks to have someone come out to my house to see what the problem is as I cannot take off from work to accommodate them in reality I should be the one to be accommodated – they are not paying me over $70 a month I am paying them – I would not recommend vivint to anyone

I have had this system for 4 years. It has ben working fine for that long. Lately it has been failing quite often. Took me 2 months to get my garage sensor to work. They finally sent me a new sensor, they tried to get it to work, and finally sent me another new one. They finally sent a repairman out, and he finally got it to work. I got a bill for the new sensors which they said would only cost me for postage. I complained about the price for monitoring, they said they would reduce the price, but the contract would be renewed for 5 years. I told them to stick it!!!

If I could give negative stars I would. Customer service is polite but unresponsive to correct issues with the control panel, cameras and sensors not working/constantly falling off. We relocated our business and when we found out there was a $99 charge, we asked for them to also replace the equipment because of major issues with cameras and sensors. I assume their customer service never provided this info to management or installers, or perhaps they did. So we told them if they couldn't make the system work, we no longer needed their service/equipment. We asked numerous times to cancel the service and provide a final bill, but never received a bill. We just started receiving calls from a collections company recently, because they 'd rather just sell the debt than to deal with their own issues and help out their customers.

I have been disappointed in this product ever since it was installed. System has a hard time staying online to view the camera outside the house. System did not come with fire detection availability. I thought it was my internet connection and have had it checked to show no issues. I purchased the product with little to no research. I was in the market for a smart home system and had ADT as my provider for regular home security. The Vivint sale person was very push and I was also under stress as my father had hours to live. Looking back on this decision, I should have driven the sales person away. There are much better systems out there for less cost in the smart home market. Vivint equipment is very overpriced and has medium quality at best. I have no choice to keep the system because of a contract. I DO NOT RECOMMEND THIS COMPANY TO ANYONE. The only thing that is ok with the system would be the in home calls to the panel. But that is available with most smart home systems.

I would give it negative Stars . When I bought the system I was told I did not have to have internet for the system to work and the account supervisor tells me last night that supposedly it's in the contract that I sign when the salesperson Mitchell came to sell me the system at my house he said I did not have to have internet for this system I've never had internet when the system was put in if I was supposed to have internet then the system should have never been put in in the first place because that is just a scam when I moved in October that I started having problems with it going off and not registering the doorbell it would say it would be offline for days and I would have to restart the system and it would pick it back up I had to call somebody to come out and they replace the doorbell because it wasn't registering with the system then I had to call again because the doorbell wasn't registering with the system and a lady walked me through reprogramming the doorbell to my system but I'm still having problems when people come to my door and ring the doorbell the system won't let me know who's at the door and that's why I got the system for security to see who's knocking on my door in the panel and I'm just not happy with it it's a pain it's not worth my money and I want to cancel my contract and I want y'all to come and take the system out of my house I'm not asking for any refunds but I'm asking you to cancel my contract.

I am not pleased with the Vivint Alarm and Smart Home equipment and service that I purchased in June 2017. This consistent failure of the equipment resulted in the loss of valuable time out my day waiting for Technicians and over the phone maintenance. I have called for repairs a total of 17 times since the installation on June 14, 2017. This is unacceptable and should not be tolerated from a company and certainly not from a company that provides home security. My family’s safety is premier to me, so it is very concerning and frustrating that your services have been less than consistent and/or reliable. When I am not home I worry about equipment failure. This forced me to enroll in the Premier Plan, at a cost, so as not to pay for service calls. I have wondered whether is this a built-in plan to benefit them or the customer. I hope that the issues that I am experiencing can be resolved and not recur. As of January 5, 2018 the same issues are recurring. I sent several email to customer service, and each time a company technician responds and is corrected but reoccurs in some cases less than 24 hours which resulted in another service call. The issues have not be resolved. Below is a list of equipment calls and reasons for the calls: July 18, 2017 Camera offline, July 30, 218 Installation of module, August 22, 2017 Camera off/line, September 5, 2017 Camera off/line, September 6, 2017 Camera off/line, September 12, 2017 Camera off/line, September 19, 2017 Camera off/line, September 21, 2017 Camera off/line, September 24, 2017 Camera off/line, October 28, 2017 frozen panel/ unable to leave house, November 27, 2017 Camera off/line, November 30, 2017 Camera off/line, December 12, 2017 Camera off/line, December 14, 2017 Camera off/line, December 18, 2017 Heat out,December 23, 2017 low battery, December 27, 2017 Heat out, Respectfully Submitted James King January 5, 2018

SENT TO THE BBB: I had an account with Vivint at my old home on 1. unfortunately I had to transfer for work and was moving into an apartment. I called Vivint in October 2015 to explain the scenario. At that time I told the employee I spoke with I would need to cancel and I would ask the new owners if they would like to continue with their own account. I was given no further instruction by the employee on the phone. Because my employer or office changed my email and phone number changed, my address obviously had changed. I would have informed Vivint but I was under the impression my account had been deactivated. Last week I was sent a letter from a creditor with a bill for over $1,000, this could not come at a worse time. I am purchasing a new home right now and this will negatively effect that. I called Vivint in the beginning of the week to find out more information. I was berated by a "customer service" representative. I have never been talked to like that by someone at a company, and it was unprovoked. - I have requested a call log from October of 2015 from AT&T to prove the call and the length of it from my end - I have gotten copies of the information from when the house went on the market that shows I was not at the address to receive mail, bills, anything that would let me know I was being charged incorrectly - I have gone back to look at my accounts and realize I paid for many months I was not in the home. I must not have realized the funds were being debited. That is my mistake and Vivint made out even though I was not using the service. I have been told this last week that I needed to write a letter - if I had been told this than I would have done it. I was also told this week I could cancel on the phone if I paid Vivint $1,400 to save my credit. I feel like a hostage to a major corporation. The first Vivint employee was kind but did not know how to help me, the second employee accused me of lying and hung up on me, none of the employees would allow me to talk with a manager.

DO NOT BUY a VIVINT SYSTEM!!! If I could leave negative stars, I would. The experience with Vivint has been absolutely horrendous to put it nicely. I walked into my local Best Buy looking for a system with cameras, including a doorbell cam, smoke & carbon monoxide detectors and one that could be monitored via an app, not through a paid subscription. A Best Buy employee pointed me to "someone who knows all about these systems". I had no idea the person I was being sent to was an employee of Vivint, not Best Buy. He briefly touched on the other products, then took me to the huge Vivint display and proceeded to explain how all my needs could be met with the system he'd help me design. We designed a $2200 system for my 2nd home and scheduled installation. On installation day, the installer called in sick, so it was a full month before the system was finally in place. Once it was installed, we learned that we could not use the app without a paid subscription (and were being charged $54.99). Exactly opposite of what we were told by the salesman and reinforced by his district manager. If I was going to pay that much monthly, I would have gone with an ADT system with no out of pocket expense. I am in my second month with Vivint and am unable to control ANYTHING in my 2nd home (which is in another state) and customer service doesn't currently even see my system, so they cannot help me figure out why it isn't working. I cannot unlock my door for contractors, adjust my thermostat, view video footage or know if my smoke & carbon monoxide detectors are functioning properly. I have spent HOURS on the phone between Best Buy and Vivint, trying to get this figured out. I get transferred from one person to another, to yet another. I have asked for a refund and the response was "sorry, that isn't possible. Refunds are only available for 15 days after purchase." Well my system wasn't installed for 30 days...Supposedly my account is now being escalated so that I can get a technician to the property. I was told I'd be contacted with a date. I received no phone calls or emails, so I called customer support and was told that a technician would be at the house on Friday. For a week, I have repeatedly told the customer service supervisor, Felicity Freeman, "I will only be in town through Thursday." I have repeatedly emailed the customer service supervisor, Felicity F., asking her to please let me know if we are in fact scheduled. No response. I paid our contractor to wait for this technician, because our salesman said we are indeed scheduled. Well, he never showed up. The salesman called customer service to get answers, since I can't seem to. Vivint says they called three times to confirm this appointment, but we never called them back to confirm. NO MISSED PHONE CALLS OR MESSAGES. So they put us back on the schedule for the following Weds (2 days ago). Same scenario, same no show technician, same excuses. Unbelievable!!! We make a lot of purchase through Best Buy because they have great customer service and support. Their team of managers have been on top of this and have definitely escalated on our behalf. Vivint asked for one more opportunity to get the technician to the house and to make things right. Since 3 of 4 appointments were no shows, their "customer service" supervisor does not seem to care about customer service, we have declined. The system will be removed from our home and a full refund will be issued. Best Buy should not partner with companies who provide such horrible customer service or make false promises. Best Buy is awesome, but DO NOT PURCHASE A VIVINT SYSTEM

When I moved into my old home, my next door neighbor was a Vivint rep. He came over to speak with us immediately and we signed up. We told him that we were only going to be there two years because we were building another home at the time. Everything seemed great - then he talked to us about Solar and it seemed great. He said we could put it on our home and when we moved, they would simply grandfather the prices over and put new solar panels on my new home. As it turned out - those were all lies. Vivint even fired him after acknowledging that he lied but still wouldn't do anything about our contract. When this contract is over in another year, I will never deal with this company ever again and I've warned everyone I know to stay away.

I have been a Vivint customer for 5 years. I began renting my home out as an investment property 3 years ago. When I added my tenants to my Vivint system, Vivint must have had some small print somewhere stating I was signing up for another 5 years. I’ll take the blame for that if that was the case. However, I am now selling that property but still have 3 years left on my contract. The buyer doesn’t want to absorb the contract (and I don’t really blame her) and I currently live on the 8th floor of a gated condo building w a security guard. I don’t need a $70/mo alarm system but my only option is to move it to my condo or just pay out the rest of my contract. They aren’t even willing to work with me on it AT ALL. I’m not even asking to be let out all together but I’ve been a good customer for 5 years and am being told I have to pay 100% of the remainder of my contract if I don’t move the service to my condo. I will never use them again once I’m done with this contract. ADT’s policy is a 3yr contract with a 70% buyout if you cancel early. Come on Vivint.....

Vivint is a horrible predatory company. They visited my neighborhood shortly after some break ins selling security systems door to door. Sales pitch was vary high pressure, miss led on length of the contract, the value of the included hardware and quality of the hardware, and stated that a good discount of around 20% on home owners insurance from most companies. Reality is, its a vary long contract and the exiting the contract is fully paying for services they wont be delivering. The hardware is sup-par, it worked for a while. Then the sensors started falling of the wall. I was force to make a quick emergency move, and sell my home quickly on the market where I found out about the huge cancellation charges for my contract. In most areas, its standard to leave wall attached installations with the house. Most companies that offer some sort of move service where you leave existing hardware behind because of that and they can turn it into a possible sale of course, but not Vivint - this is part of the trap. My last contact with Vivint, I told them to sell it the new owner, as the equipment was installed. They did not contact me back, I made the assumption that they did just that. Until they sent it to collections 6 months later and I got a call saying for 159 and additional 90 dollar fee reactivation I can reactive my service or I can pay 1600 to cancel my service.