Vivint
Reviews and Complaints

Vivint has been one issue after another. It's a bait-and-switch scam. A year or so into my contract the price went up and I was told that a technician was supposed to come out to update my system. That never happened. Now I am being told that my system isn't compatible with the new software versions and I have to buy upgrades. The cameras are glitchy and have such a lag that notifications rarely are received on time. A security camera that either will not register a visitor or send notifications after the visitor leaves aren't doing much for security. It is just one problem after another and I am expected to pay for it. Currently, the thermostat is faulty. In order to cool/heat portions of the house I have to remove the working faceplate and swap it with one of the nonworking ones. which means I can only control the climate in one section of the house at a time. Instead of replacements, I am expected to buy upgrades because, of course, Vivint doesn't support what they sold me... as soon as my contract is up I am going with another company.

I can't see this business lasting very long with the narcissistic lies from their reps. I was considering a smart home and have been looking to do my entire home. But, I want to do this on my time, not yours. When you don't honor my no solicitation signs, your rep comes to my door, I point to the sign and he lies and says this is not a solicitation call, then proceeds to ask my about my Alarm Systems, you lost all integrity with me. This is scam companies do who have no integrity and unable to sell their product through respectful means that honor customers, not abuse them. I'm done with Vivint and will be spending my times warning others of the nefarious predatory behavior. I'm sure they will pick up on it, too.

I recently had my home re-sided. Before hand I called VIVANT customer service to have my camera's taken down with the understanding that they would be put back up after the home remodel was done. I was quoted $99.00 for this service. I asked if this was to pay to take down and put the cameras back up or was it $99 each time. I was told it was a one time fee, this would cover both.

Today I scheduled to have the cameras reinstalled and was now told I have to pay another $99.00. I argued to no avail with the customer service agent. Basically I was told if I wanted them reinstalled, I have to pay the $99.00 amount. I guess you folks have me over a barrel. This is bad business.

Vivint sales person gave us a good quote on our home security package.

It was a good deal so we got the package. I checked my bank acct two days later and they made an unauthorized double charged a second time for close to $1,000. When I called them they was not willing to fix the problem that they created. I would refer anyone to Vivint home security.

We are long term customers of Vivint. the only consistent contact from Vivint is when bill is not paid promptly. We requested upgrade costing more than $4,000.00, we agreed and scheduled appointment. Difficult to speak with clear English-speaking sales reps consistently and transferred multiple times to staff to explain our request and updated services needed and agreed.

Date of appointment technician showed but did not call. Our doorbell camera does not work, and information given at time of request for upgrade.

We stayed home for our appointment and later. Appointment time 8: 00 am -12:00 noon. NO call and doorbell camera not working therefore we did not hear or know when technician arrived. We called to inform technician did not show. After long wait, transfer to many customer service staff and Supervisor, we were informed technician did arrive at our house, but we did not receive call on the provided number. We were informed their monitor showed movement. Our cameras and door bell do not work consistently. We were not aware of their arrival.

You cannot receive written quote until you demand several times. Company spends extensive time explaining services over the phone but insists they cannot send quote in writing until we insisted.

When services needed customer service reads script how to fix issue yourself in spite of having limited sight and dexterity. We know there is a fee associated with technician coming out but focus on response is to tell the customer how to do their job to troubleshoot and do own repairs.

Very disappointed in customer service given in the absence of COVID.

After long wait with customer services we were informed we could not reschedule our appointment until Monday when the customer loyalty department is open.

Our weekend time was wasted for these reasons.

I canceled my contract 1.5 years ago. I paid Vivint for the remainder of my contract and my loan for the equipment. Vivint started billing me again September 23, 2022. I have now spoken to Customer Service 3 times as of December 2022. Each time I was told my account was closed and my money refunded. I will be making another call this week. I already feel bad for the person who is going to take my call.

The salesman (Sebastian) promises me to buy my actual contract with ADT. ADT process to cancel took over a month and now I got stuck with two contracts that I am not able to pay. Vivint just want to give me $500 for the buyout and the balance for the Buyout from ADT is $3100.78 (Big Difference).
Now, Vivint want to force me into his contract, and I am stuck with a $3100.78 from ADT, plus a Vivint contract that they want to force me in.
DO NOT believe in Vivint salespeople. That guy (Sebastian) from Vivint is a crocked person, he lied to me about the buyout.

I’ve been a customer since 2014, I signed up for a 4 year contract. It’s now 2023 and I’m told my contract is not up until 2026. How is this possible?. Well I’m guessing, and cannot find a real answer, and after several phone calls through several different call centers in different countries….. I was told my panel needed an upgrade at no cost, of course I agreed. But guess what, they extended my contact 6 years. This kind of practice really shows you the integrity of the company you are dealing with. I will disconnect this system and continue to pay as you must need the money more than I do. Shame on you VIVINT!

The most horrible service of you, a week ago I have the camera of the outside corridor that does not work, call and if I need a technician I must pay $ 99.00, they gave me instructions how to fix it by phone 2 times and nothing today, we called again and they had us 1 hour on the phone, there was no supervisor and to give us an appointment, that never, they gave us 20 minutes and the worst I have 3 more years, horrible a nightmare, the worst in service, and I continue to pay for something that does not work. Una por queria de servicio, no hay supervisores, las que atienden el telefono parecen que estan en su casa, ocupadas lavando los platos, y lo peor que seguimos pagando algo que no sirve me llamo francisco

On July 11th I cancelled my account due to poor service and inferior equipment. I was told it would take 30 days to cancel but on August 13th another payment of $51.47 was taken out of my back account. Called Vivint August 15 and was told I would get a refund and it would take 3-5 business days. On August 30th I called again because I had not received refund. Was told payment information was put in system incorrectly. Was told that a refund payment would be sent in 3-5 business days. On September 22nd was told that my refund request was sent to the wrong department. Was told that the refund was being sent to the cancellation department and check my account on September 30th. Refund payment still not received. On October 7th called and asked to speak with supervisor. It took 20 minutes to speak with someone who claimed to be a supervisor. Was now told that request was sent to Opportunities Department (whatever that is) instead of Cancellation Dept. Was told again it would take 3-5 business days. On November 18th spoke to someone named Mary who said she was going to prioritize and process my refund request and again wait 3-5 business days. On December 29th called and spoke to Sandra in Billing Dept. and Ash in Loyalty Dept. and was told a live check would be sent to my home address and I should receive it by January 16th. On January 20th spoke with Fernando who seemed totally confused by the situation, kept putting me on hold and my call was finally picked up by Adrian. After explaining the whole situation all over again was given the same information (lie) about the disposition of my complaint. I then asked to speak with a supervisor again, was put on hold and finally told that no supervisor was available. I then asked him to have a supervisor call me when one became available. This is the worst company in the world. I would not recommend Vivint to anyone.

I subscribed to an alarm monitoring program with Vivint more than four years ago. When I was preparing to move to a new house I called to have service transferred to the new location. I was told that the company wanted to charge me $195 to uninstall equipment wired into the walls of the old house and $195 to reinstall the equipment into the new house. If I chose not to pay, I would be required to continue to pay off the balance owed on the equipment, as well 5 months of monitoring fees as part of a 5 year contract, even if I did not keep the equipment. I asked about just paying off the balance owed for the equipment purchase and closing out the monitoring agreement short of the 5 year contract and I was told that I am responsible for paying $224 to buy myself out of the contract and settling the balance owed on the equipment. I have concerns regarding what seems to be an unfair fee to "transfer service," $390 or paying $224 for nothing. The company has been unwilling to offer any alternatives and has been harassing me by phone for the past months to continue to make payments for service I am not receiving. I receive at least three phone calls from the company every single day demanding payment.

When the phone rep sold me on vivint I was told that should we cancel the monitoring would be easy to cancel and that we will be responsible for paying off the equipment. Today, we called to do just that and were told the same thing. We were transferred to citizens to pay off the equipments for $657.11. We paid, got the confirmation number and were transferred back to vivint. The call dropped after waiting on hold for 17 mins. We called back and reached Chris who told us we would have to pay another $657 for monitoring. Recall, the prior two employees conveyed something different.

We refused, had it escalated to Timothy the supervisor who said the same thing as Chris and who was very rude. We told him of the prior statements and he refused to listen. So we ended the call angrily and at a standoff. Vivint will not get return business here after several years of my being a loyal customer. They will also not see a dime from us pertaining to the monitoring amount…. Ridiculous. Vivint is losing ground in reputation. Just see the many internet threads. I will also be telling everyone I know to steer clear of this black hole of a company.

To whom this may concern,

My family cancelled our vivint security service as of 9/15/2022. At the time of cancellation, we were not notified that we were going to receive a cancellation email. When we moved into our new home we received another bill from vivint and we paid it even though we didn't use the service in the month of september. I got a call from customer service in the month of november. They mentioned that our service was not off even though we verbally cancelled it in september and we received another bill! They told me that I received an email stating that I was supposed to respond to about the cancellation. I never knew there was an email and I did not get the email. The customer service person sent it to me and this time when I looked in spam there it was. I sent the email back to vivint and I got a cancellation email. The person I spoke to said that we would not owe any money for no service. Here it is december we got another bill and another call from vivint. The person wanted see if we wanted to transfer our service to our new address — I told him, "no." when I looked at the bill I found out that due to no service we owe $60 plus to vivint even after cancellation! I called customer service and this person said that we needed to pay the fee and if they had proof that we cancelled service they would refund us. This is why I will never refer vivint to anyone-and I know a lot of people! This is crappy service and unfair practice!

I sold my house in Az in March, 2022, I put my account on hold for 6 months so I could move to Missouri, in which I took my equipment with me. First of Oct, I called to keep account on hold for another 6 months, which I was told they did, so in the middle of Oct, I called to have them reinstate the account and install the equipment in my new place. They did NOT do that , they opened up a new account. So the First of November I get a letter stating I owed 2 months on the old account, I called and found out they did NOT reinstate the account. I have called a bunch of times, retold my story a ton of times, been lied to each time and after 6 weeks, still NOTHING has been done about THEIR mistake and they still want me to pay on the old account, THEY ARE THE WORST COMAPNY TO EVER DEAL WITH .

The kiwi lock failed to work. called for assistance operator sent new lock problem I have no way of knowing how to remove old lock and hook up new lock. Vivint does not provide in person support of the items they sell. Been on the phone for 1.5 hours already just to be told no techs are available followed up with no time frame for an appointment when I am not working. Tried to call my salesperson does not return phone calls. Sad I bought into a securty system/company that can not provide service. told next service 3 weeks then told next week when I am not here but tech will call?

I had Vivint service for almost a year and decided to cancel due to trying to get new equipment installed. Several appointments were scheduled for a technician visit and every time they were supposed to show up they didn’t. They are very unreliable! My service was canceled and they are still taking payments from my account. I was told I’ll receive a refund but based on the horrible reviews I’ve read about them that’s highly unlikely. I will never use Vivint again and definitely will not refer anyone to them. Stay away from Vivint!

Reason for cancelation:

8/22 The original equipment installed was not working properly. The Sales person indicated that I would get a $25 Visa card and that the installation fee would be waived. It was noticed that the installation fee had been included in the installment agreement with Citizen, but I was told that it would be corrected.

I was also told that Vivint integrated with Alexa and the tech would be able to assist with that set up. Later I found out that it does not and that my existing cameras are not compatible.

I called on 8/23 to cancel. My account was documented that I wanted to cancel. However, I was told that I needed to call back because the department that handled cancelations had just closed.

I called back to proceed with my cancellation, however the agent refused to cancel and insisted that I give them the opportunity to make the wrongs right. The continued avoidance of me wanting to cancel was the tone of the call and mysteriously we got disconnected.

I called back again to cancel, and again the opportunity to address the issues was requested. In trying to work with Vivint, an conditional agreement was made. If they right the wrongs, I would no longer proceed with the cancellations.

The $25 Gift Card, would be applied as credit to my account - Credited as promised

The initial $199 Installation fee would be waived - As of 9/29 this had not been addressed.

The Monthly service fee for October was going to be waived due to inconvenience - I was still billed for October

There would be a service fee credit applied for the monitoring due to the bad equipment - This was not applied

The additional equipment added to the account would receive the 25% Labor Day discount - This was not completed

Working Equipment was installed

In addition to the upkeep promises, I was led to believe that the additional equipment order would be added to the Citizens credit line. Well this was not the case and my credit card was charged later the cost of the equipment in full. Had I been told the truth upfront, I would have made different decisions. Especially since I asked several times to the sales person Bret that was at my house, and each time I called Vivint. Please check your phone records to confirm how many times I asked the same question.

So the long short of this each time I called which started on 8/23 to cancel (confirmed and documented) I was meet with avoidance and persuasion to continue with the Vivint agreement. I am tired of having to call to follow up on what was promised or should have been installed correctly and functional in the first place.

Please move forward with cancelling this agreement Nicolas as promised. You indicated that you would contact Citizen to cancel and my payments would be refunded. You asked me to be patient so I am assuming this will be a lengthy process.

If additional information is required to validate my request to cancel over and over, please listen to the recordings. If there are concerns about what was promised, listen to the recordings, please.

Toya Creed

[protected]

Show original message

[protected]

[protected]

[protected]

[protected]

[protected]

I've had the system for 12 months and unable to use it due to false alarms. Using Vivint has been a nightmare. The system doesn't work properly, and customer is no help at all. We paid over $3K for equipment and have a monthly monitoring fee. I was told by customer service that we are using some other companies' sensors, and this is the reason for the false alarms. How is this possible when I paid for new equipment with Vivint from Citizen's Bank. A person came out about 6 months ago and said the issue was resolved. Every time I set my alarm the police come to our home due to false alarms. Customer service will now allow you to speak to management. I am constantly told "management is in a meeting or they will tell you the same thing I am telling you". What company does this do their customers?

We have been frauded due to faulty equipment, equipment we are still paying for that Vivint says it's not theirs, I guess the tech installed someone else's equipment instead of theirs, since they are unresponsive over the phone, I drove to a Vivint office located on the Gulf Freeway in Houston, Texas that's on their website just to find out there is no such building. Can someone please help us?

I have been a Vivint customer for one month and am very displeased with the amount of technical issues I have experienced in regards to my cameras. I purchased a simple system with a driveway cam and Doorbell camera. The cameras continually go offline requiring dreaded technical support calls or self diagnostic fixes through app. The cameras fail 1-2x/wk meaning there is no reliable monitoring. Technical support has tendency to question WIfI connectivity/ speed although my internet is fastest offered with no other issues with our personal devices. I would put the dates I have had to trouble shoot but I have lost count with the amount in such a short time period. It seems once your sold the system you will never see a physical person anymore and no solution has been sustained. I’m considering canceling service entirely although now I have to go through all the steps of cancelling and returning equipment. If I knew the system was so unreliable, I would have declined this purchase. Do Not recommend this company!

We have been with Vivint for about 2 year now after being with another company for 20 years. The reason that we choose to leave the other company was because Vivint's prices were better. Well, I need to go into further details on our situation. We now understand why their prices are so much cheaper, and that correct conclusion is as such -- 1. Vivint monitoring system is, in our case, pretty much non-existent. On many occasions, we have had our alarm go off, for various reasons, and NOT one time in a year, have we EVER received a phone call; we received a text message! Now that is hilarious to me, due to the fact that if we have been MURDERED it would be really difficult for us have received that test; wouldn't you agree? Ridiculous to say the least!. I called Vivint when we first got our install so called completed and received an overseas company for Customer Service. My call was to complain about all of the window security devices were falling off our windows every time we raised our windows. Their conclusion and fix (band aid) was to send us out new window devised for US TO INSTALL OURSELVES! Ludicrous, would you not agree Vivint? There have been several, several times that our alarm has sounded for various reasons, only to receive A TEXT from Vivint to let us know that our alarm is going off. Now, let's renationalize this...if we enter the house and the alarm is going off, a person is located in our house, which set the alarm off, do you think that I would be able to read my text? What if my phone is on silence because I just left and event? Whatever happened to calling us THE CUSTOMER, then calling THE LISTED CONTACT, then calling THE POLICE! Unbelievable to me. Upon calling Customer Service today, I spoke with someone named Brock, explained the situation in full detail to him. When I questioned him about a refund/cancellation and they pay the rest of this non-working security process off, he immediately said "that would not be possible until we get a technician out and only then upon his suggestion would this request take place. We are due to leave town for my birthday in two days to celebrate, with an unconcealable place of stay. We have chosen to loose our money and cancel the celebration of my birthday, due to the fact that crime in the US is completely our of control at this point. We wish to return to our home with all in it that we HAVE WORKED OUR ENTIRE life for. We are senior citizens, with disabilities, but I feel treated like secondhand citizens by Vivint. Anyone interested in a class action lawsuit? As of today, via the web, there are 4,414 complaints filed with the BBB. Well, let make that 4,415!