Vivint

Worse alarm system ever!! The alarm siren is super quiet. The door sensors are super quiet. The cameras are ALWAYS lagging. The cameras always detect bugs so all night my phone is going off for movement detection. POINTLESS! My car got hit outside my house at the end of MY DRIVEWAY and the cameras did not catch anything at all! My view limit is to the street and it still did not catch that accident. It will not detect person until they are ringing my doorbell already. Imagine if it was a burglar, that is a loss cause. The glass breaker goes off to any noise, even my kids when they are running around playing. One time I had a ball break my window and shattered it while I was out of town, the notification said glass break but I could not check the cameras to see what happened because it never loaded plus it took vivint roughly 7 minutes to call me! I thought it was my internet so I called and upgraded my internet speed and upgraded my phone because I thought since I have an old phone that the 5G was not good on the old phone. None of that helped at all. VIVINT cameras still lag and never wants to load. When they salesman came to my house he said it was NO EARLY CANCELLATION FEES and NO CONTRACT, you just pay it every month or it cancels like a prepaid phone so I set it up on automatic payments. THAT'S A LIE! They are charging almost $1,600 to cancel after 8 months of being with them. Every question I asked the representative, he would put me on hold to ask a supervisor.

This company will take advantage of elderly people. They refuse to offer technical services to certain areas. IF they decide to, or even have someone to, send to your home to fix constant issues, they charge an astronomical amount. Hundreds! Therefore, my parents have not been able to use the system for over six months yet have had to continue to pay almost $50 a month for services as they would not cancel the contract before the FOUR year agreement was up! The contract is set to expire next month (February 2022) so as the legal Power of Attorney for my Parents I called to cancel and notify them of non-renewal. They REFUSED to speak to me! I willingly offered to send my POA paperwork but they declined and stated they would ONLY speak to the contract signer or co-signer. Knowing the purpose of my call, the representative became argumentative and would not connect me with a supervisor, put me on hold, and left me there until I hung up! DO NOT USE THIS COMPANY!!!!

The reasoning of this review is to notify the hackers will get in to your system and watch from another location with control. Not recommended, further more Vivint has made many promises not once but multiple times and still has not fulfilled there end of the bargain, as for the lost of my property and the damages right under the camera. I will keep trying and leave further updates.

The company has persuasive salesman. That is the most positive thing I can say. However the company doesn’t live up to what the salesmen tell you when you sign a contract. I wanted to add equipment after finishing my backyard and I knew it when I signed the contract and the salesman said it would be no problem. I called numerous times and company refused to add the camera I desired. I was also told by the salesman the price would go down once I was at the end of the contract and the equipment was paid for. At the end of the contract they said the piece was going to go up unless I signed another 5 year contract. They did not honor anything the told me. Beware. It is very hard to get out of the contract, even at the end!! There are better options out there.

I have been a Vivint customer since 2016, and I have nothing but negative things to say about this company. My issues are: customer service is horrible, and the smart lock is the worst product that I have purchased. The customer service, 🤦‍♂️! Long story short. I call Vivint to speak with a representative so I can understand my account a little better. I kept getting the same response to my question, so I had to keep hanging up so that I could possibly get a different representative who could answer my concerns. Let me explain. Your account has verbal passwords that a representative will ask you so that they know it’s you, the account holder. I must have told 4 different reps that my verbal password was incorrect because I was told by a representative almost a year ago that my password was incorrect, so I asked to speak with a supervisor. The representative tells me that I CAN NOT speak with a supervisor and that whatever issues I had, I needed to tell her. I hang up for a 5th time and call back and finally reach a rep that speaks understandable English. After speaking with this representative for 5 min, he was able to see what it was that I was trying to explain that other 4 representative’s couldn’t understand. To be told that I can’t speak with a supervisor and that I have to speak to you about my concerns is a bit concerning. I asked the representative if they had my correct contact number, which they did, how come no one called me when my alarm was triggered by me on accident? Yeah, my alarm went off 2 separate occasions and no one called either myself or my wife, no one! He said that I had selected the option to receive a text instead of a call! REALLY, I opted to have someone text me if my alarm was ever triggered? Ok, let’s say I did, WHY IS IT THAT NEITHER ME OR MY WIFE received a text inquiring if we were ok? Not cool Vivint. I purchased a smart lock for my front door and was really excited to have it since my family tends to forget to lock the front door when they come in. Needless to say the smart lock works when it wants to work. I have a custom rule to “ lock front door when any doors are closed”, but kinda like Vivint, it works only half the time. I can’t rely on the smart lock to lock after the door has been opened, then closed shut. I have replaced the batteries several times and I have several Wi-Fi range extenders, that was put in place by Vivint representatives. I’m glad I purchased the equipment right out the gate, so that I’m not a slave to this company. Do yourself a favor and go with a better home security company.

Some good and bad...let's start with the bad. I was lied to about when I could cancel and all equitable information/features. I work in the technical field (and it is a good thing I do because customer service relies heavily on customer input) but I have never experienced such terrible equipment service issues. I do not get the proper notifications when I motions are detected, and not enough motion recordings are done. It is like the cameras record what they wants to. I had two serious incidents that I have no recording of. Thank God I have the ring in certain areas that caught one incident. I had several issues with the motion detector as well. Some good... I can say is that I like the keypad display and it is user friendly. It is also connected to two wireless networks that does not rely on IP like the ring does which is absolutely better. Luckily have a strong wireless network throughout my house to connect all the devices. I can't imagine a place with just a router.

When I originally signed up with Vivint they were a great company. Great customer service and great products. However, over the years of using them that customer service has declined to the point that I have now switched to another security provider. It started when I could not get their service department to contact me back to upgrade my equipment. Then they send me a cellular component that I needed to install myself to get my equipment operational. My advice, do your homework before landing on a security provider.

This is by far the worst experience I… This is by far the worst experience I ever had with a company from customer service to the equipment. Twice a month I had to reboot my service by unplugging the control panel, removing it from the wall, unscrewing the control face and unplugging the battery. In all the time I had the service I never had all my equipment connected to the control panel at the same time. Cameras would freeze up and need to be deleted then reinstalled. Today was the last straw. The control panel finally went completely out. I tore it off the wall and threw it. Man that felt good! When we called and cancelled the account, customer service tried everything to keep us. When we said no, he tried to sell us insurance. In the rating I have to give them at least a star in order to write this. Quite frankly they don't deserve any stars.

Never sign up with this Terrible company! You will never be able to get out of their contracts! I was happy with them at first, but after my second move and my dealings with a shady or incompetent installation technician I would recommend strongly to everyone to avoid this company! The troubles started when I was told on the phone with the customer loyalty department that I could get 0% APR on new equipment for the new house however when the technician came to install he said it was 9.99% APR and I was not happy with this unexpected change and refused these new terms and did not go forward with the upgraded equipment installation. Soon after I got a loan document from some company I’d never heard of and when I called them they said it was a loan for Vivint equipment. Angry that I had refused the loan but somehow still got a loan, I repeatedly contacted Vivint support to try and get this fixed. They promised they would research it and get back to me, but no one ever did even after escalating the issue to a supervisor. Now I seem to be stuck in a new 5 year contract against my will that I can’t get any resolution from Vivint on. I feel like they trapped me illegally but of course it would cost more to hire a lawyer to sue them than to just pay the contract so I don’t see any way out for me. So I feel I just need to warn others to STAY AWAY FROM THIS SHADY COMPANY!!

This is the worst thing that I have ever purchased. The customer service is horrible. I sold my house and they will not cancel my service even after I payed the equipment in full. They still want to charge me. I have called 3 different times to cancel my service and they told me that I have to give them a confirmation number where I payed off the equipment. I had them call citizens bank with me on the phone 3 different times to give them the confirmation number. And still having problems with them. They have the worst customer service ever very rude. I would not recommend anyone getting this service ever.

Vivint is one of the worst companies in the security business, I pay for the complete system to be installed on a new house that was pre-wired, they charged 680 to install a panel on a preinstalled new house, and never connected my window sensors. After 2 attempts to get a technician to come to fix the issue, they tried to charge me 50 to send a technician to come to program the panel correctly. When I requested to cancel and get my money back they said it was too late. I only had service for 2 weeks. This company is a ripe off please run while you can. Also had their service at a business address, after installation I had credit since I paid 1200 for equipment that I didn't need, so I had credit on the account and they charged my remaining credit and credit card at the same time.

The equipment is okay except it echoes when answering the doorbell from the monitor. But I am livid with Vivint. I called them to cancel my services after 2 days because I noticed they had withdrawn $350 dollars out of my account the day the technician came. Although i asked the staff a day before the technician came, if I owed or had to pay anything at the time. He told me NO. He stated I didn't owe anything until my bill came which would be around $75 dollars. The issue was, I was financed $2000 for equipment but unbeknownst to me they $350 was the balance that I had to pay first. (Equipment total $2352.52) me pay the difference was NEVER EXPLAINED TO ME FROM THE BEGINNING!!! once i found out this on day 2, I called to cancel my services and requested them refund my 350 that I did not authorize. It's been a week. No one has came to pick up equipment, my money has not been refunded (they said it takes 3-5 business days for them to process, although it took them one second to withdraw my money) and they have already reported the $2000 credit on my credit report!!! Now they say it takes 30 days for them to remove the crap from my credit report. They work fast to take your money but slow to refund you. I'm pissed because I called within the 3 day period so this would not show up on my credit because I don't want them to try to make me pay for something I cancelled after 2 days. They told me as long as I cancelled within 3 days that everything would be fine.

I had a Vivint system installed in late July 2021. I was out of town so couldn't personally attend so had my adult son present. The basement was supposed to be protected and motion sensors were suggested and installed. When I got home and questioned Vivint support, I realized that there was no protection while home as the motion sensors cannot be programed to be ON in stay mode. This was unacceptable as we are completely vulnerable while sleeping. The rep I spoke to said that they would send out door sensors and a technician to remove the motion sensors in that area and install the door sensors. This would work ok. I waited 2 weeks and finally called to see when the sensors could be installed. The rep said there was no such documentation on the account and I was now past the return window. I now have useless fully paid sensors and am being charged for the other sensors that I really need. I also have to install those sensors myself instead of being given a fully functioning installed system. Rep lied to me and now legally I'm stuck. Be careful with this company, they took advantage of my trust.

My neighbor was having service by them. They parked 2 service trucks in front of my house over 2 hours, there was space in front of her house. My mailbox and trash cans were blocked on trash day. I called vivint, I had all the information I was told they needed my neighbors account number. Also their customer service is 3rd party in the Phillipines. Almost always a language barrier...

I've written many reviews on this company over the two years I've had the system, none of those good. Where to start? High pressure and deceptive sales practices. Installation was of poor quality and unprofessional, came to our home right after salesperson left 9pm only to scope the job for next day's installation, as told to us by salesperson, at that time the installer informed us, they were there to install the system it would only take an hour, they left our home at after 12am. Drill multiple holes in our wall, used cheap 3 way plugs to plug equipment in, stuffed Wi-Fi bridges tight behind furniture (those devices get hot). Had one salesperson come to our home 3 times in one day, our village requires solicitors to acquire a permit, so I was able to stop this harassment by calling the local police department, all this after I call and emailed the company and ask that they stop sending salespersons to our home. Recently have had a camera not working, they sent an Air Bridge to boast the signal, long story short that did not work still without a camara. Fire smoke sensor has never worked, and my glass break sensor does not work either. I can go on forever with the issues I've had with this company and its equipment, but please don't take my word for it, research this company they have NUMEROUS, lawsuits and complaints against them, just google it, kick myself for not doing the research. I have come to the conclusion that Vivint will never make it right and the only recourse I have is to inform people of my experiences.

Buyer beware. I would give this company a zero if it would allow it. Have had the system for a little over 2 months and have not received all that was promised. Spent the last hour on phone with customer service and was basically told that there is no was way out of the contract without paying off the overpriced equipment. I am moving to a different house with no guarantees that it will even work at the new location. Salesman promised that moving is free, it's not. Had to go to war to get that. Received yet another promise that the missing components will be shipped out immediately. Not holding my breath.

Terrible customer service. I cancelled our order since they were not reliable, weren’t able to coordinate installation and then cancelled our installation appointment DURING our installation appointment window after we took off time from work to be at our second home, and had our contractor, architect, electrician and A/V persons there to meet with their technician. Local area manager never got back to us despite our calling him and emails to their customer support person ahead of the installation to coordinate and answer our questions. The team generally was unresponsive and not user friendly. Also the team is not knowledgeable or caring about what the local requirements are. So we cancelled our equipment ad. Installation order after we pre-paid for it because they cancelled our installations appointment. We are going with another vendor instead.

This company is a complete joke. First of all their equipment is very expensive but they con you into just using the simple monthly payment method. They were very shady about not highlighting that you were getting into a 5 YEAR CONTRACT by doing so. This was a shock to me which you'll see later in this review. The install tech was trying to use regular drywall screws (which by itself isn't a bad thing), but he thought the more he spun the screw in the drywall the tighter it would get. Half the equipment was falling off and I had to remount it all myself. Not to mention there is now multiple holes behind the units. Once the system was in, it worked well, however, anything you need done has to be done through customer service, which is TERRIBLE. Get ready to spend a TON of money on batteries. It was like clockwork that the 123 batteries all died at the same time. I've had a number of other security systems and the batteries were fine at least for 1-3 years before needing to be replaced. Now 2.5 years later, I was being relocated for work (that's 2 battery changes in every device already btw). The new homeowner wanted to take over the account/contract. Trying to get this simple process done was about 5 phone calls, most of which were started from offshore customer support so that was terrible in itself. In the end they said I still needed to pay off the hardware before they could transfer the account over. So I paid the remaining $1223.53 to Vivint so this could be completed. Yes, after 2.5 years of paying for this garbage I still owed $1200+ on the hardware (again, REALLY EXPENSIVE). They transferred things over to the new owner, however we were still getting all the doorbell calls from our old home to our cell phones, so we had to uninstall the app as well as block the VIVINT number that was calling. Again, unprofessional and ridiculous for what many review companies like PCMAG have said is top rated. So to top this all off... my credit card is STILL getting charged for the equipment each month and shows a balance of $900... so I called Citizens One, who informs me they should have pointed me to them to make the hardware payoff. So now I've paid over $1223 to pay off this hardware, but they still haven't sent that to Citizens One and I owe another $900 according to them. Tried calling in again (granted it was on a weekend) and the offshore guy was going to transfer me to a manager, which turns out is the customer retention team out of Utah that isn't working weekends so the call hung up on me. STAY AWAY FROM VIVINT AND THEIR HIGH PRESSURE REFERAL TACTICS, INSANELY EXPENSIVE HARDWARE, NOT UPFRONT SALES/CONTRACTS, AND TERRIBLE CUSTOMER SERVICE. If I could give them negative stars I would...

My son got locked into a 5 year contract that he was not able to get out of so I transferred it to my home when he moved out of state. My installer fell through my ceiling (he was okay). My doorbell only rings outside or on my phone so my husband has no idea when someone rings it. Because I took over my son's contract for the first year it took over 30 minutes of explaining every.single. time. that I called about anything (I did not have permission to access my account) because even though Vivent said information was uodated, the next time I called it was not. I got tired of calling and basically am waiting for the unbreakable contract to end so that I can discontinue this service. I would not recommend.

I just finished my second call with Vivint getting a quote on a security and camera system. Today I asked what the equipment cost was. The representative came back with $3,700. I then asked does that include a free video doorbell, she asked if I had a code for that. I told her that on Vivints website their current July promotion shows a free video doorbell. The representative came back a few seconds later and said she was able to get me a free install worth $199 and the free doorbell worth $200. I then asked what was the updated equipment cost. She came back with the same $3,700. I told her that can’t be correct because that is what we started out with. All she could say was that’s what her screen was telling her. I then proceeded to tell her that I don’t appreciate a company playing games with pricing. She wouldn’t budge off the company line and I then told her to have Vivint to put me on a do not call list and I never want any future calls from Vivint. Buyers beware with this company.

Our system went down while we were on vacation, once we got back and determined that it was a technical issue we contacted them for repair. Scheduled an appointment for July 14 and no one showed up. They didn't contact us to reschedule we had to contact them. We reschedule for July 21 again no technician showed up and we received a phone call to reschedule 5 minutes before the 4 hour appointment window was over. We reschedule for the July 22. We don't get a phone call but a text messaging telling us they need to reschedule yet again and the earliest available is 31 July. They act like not having me pay for 2 months makes up for my wasted time and aggravation. If I could return my equipment and cancel everything that is exactly what I would do!!!

Start of sales was more like harassment. Call for a quote and when asked to get the breakdown with cost sent to me or said to me so I could write it out I was told i need to schedule for install and pay $54.99 to get it. While I called other companies for 2 days I got multiple calls and texts from Vivint to set up service though I kept saying I would contact them if I chose to proceed. Stupidly I chose Vivint and even after for the next 2 days after install I got calls from sales to become a customer though I already was. Tech came out named Austin who was friendly and professional. Installed my system and when he left and my husband got home he noticed half the house didn’t have window sensors like I requested but Brent in sales assured me I did not need on all the windows and they would still notify me if opened within 140sqft radius… false information that’s glass break only. I called the next morning to advise and was told they would mail them to me and I need to install and can call tech support for help. I advised this is my brand new system and original install and shouldn’t be required to install my own as it’s not a DIY system and she advised I’d need to pay $54.99 for a tech to come out and install the rest of my brand new equipment. Day 7 my doorbell camera completely broke, called tech support and the girl didn’t know how to troubleshoot and wanted me to go out and mess with the camera but I couldn’t at the time go outside without waking my kids up. Day 8 I called back and the guy had me do the same steps I told him I already did (reboot camera and change sensitivity setting) still completely static or black screen can not see or hear anything and picks up no activity or motion etc… basically decoration on a wall. He said he could submit a ticket to IT to look into it further for troubleshooting and would take 48hrs to get back to me (now a week of no camera waiting for resolution) I said can’t a tech come out this is brand new I’ve had it 8 days and he said $54.99. Day 10 I called again and had to ruffle my feathers to finally get someone to schedule a tech to come out at no charge and finish installing my system and troubleshoot the camera. Day 18 was my appt. I ended up cancelling service and having them pull the equipment since 18days of terrible customer service, system only worked 6 days and one front yard camera didn’t even serve its purpose of monitoring a vehicle it would never alert to anyone by it. I’m still in the cancellation process and like everything else it’s been multiple calls and multiple different stories on how to cancel and what’s needed and no idea when I’ll get my money back and etc still getting a run around. Even the legal dept is a disaster. Spoke with Tari who said I just need to notify her if I want to cancel and she’ll refund my money and cancel everything no charge. I emailed her 1 hr after talking to her and going on day 2 of no response back and she doesn’t pick up her phone or return my voicemails or email. I called customer loyalty to confirm cancellation and they said nothing is showing I am cancelling and I said I did and 8am (which was 7hrs ago) tech Austin confirmed I cancelled and took all equipment. Csr Jason then actually tried selling me a system again!! I requested supervisor who supposedly I got which was Javier B. who claims he is cancelling my service and will be getting the refund and cancellation confirmation sent to me tomorrow. I don’t believe a word this company says so we’ll see

I've only been with this company for one month and I'm already regretting it. In one month's time I've had two serious issues. Issue #1 - The install. The guy that came to install the system was supposed to use the existing window sensors and set them up with the new system. Not only did he not do that, he LEFT A WINDOW UP in our guest room! We don't go in that room often and found it a several days after the install. Not only did the system not recognize it, it gave us a false sense of security that we were protected and we even went out of town with the window that way. This issue was taken care of by a second technician, but this still never should have happened! Issue #2 - Yesterday while looking at my checking account, I noticed that Vivint had charged me almost $2700 for equipment! This was COMPLETLY unexpected, since I was told several times I qualified for financing! I'm now on day 2 of trying to get this resolved. I was originally told it would take 3-5 business days. When I told them that wasn't acceptable because they left me with a $200 balance in my checking account they said they would escalate it to 24 - 48 business hours. Since this is Friday, it's looking like the best I can hope for is Monday or Tuesday which is....you guessed it, 3-5 business days. What I don't understand is how they can take your money in a matter of seconds, but it takes DAYS for them to return it to you! I wish I had known how bad they were before I let them install all of this equipment!

First off, I would like to say I started out with a great experience with Vivint. The problem came when I attempted to add a new camera (previously purchased from Vivint) and DVR to my system. I had to speak with a customer loyalty representative to get them to wave a 5 dollar fee to the monthly bill, only to find the tech was never scheduled The next following day of the missed scheduled service, a sales rep knocked at my door offering to upgrade my service?! I told him the situation, he and I attempting to resolve only to find out he could not remediate the issue either. I then called in to advise of the events that had occurred only to find no notes had been taken of the previous calls or conversations with the sales rep. I had to stay on the phone another 50 mins to be told they do not have any DVR systems in stock and had to be put on a waiting list for one. Lets just say, good luck dealing with Vivint's customer service and also their 4k pro cameras can be beaten if you just hold a piece of cardboard over your face it will not record unless you have a DVR. Good Luck everyone else!!

I purchased a home system about 4 years ago, decided to move and considered cancelling service. That’s when I found out that I overpaid for my system, owed them for half of the remainder of a FIVE YEAR contract and for the rest of the equipment. Basically, I owed them almost $700 to cancel after 4 years. I just think that 5 years is much to long for a security monitoring service contract particularly when the equipment is so expensive. The batteries on all of the equipment constantly needs changing. Long story short, do your homework and look at others before you commit to them and don’t buy all that expensive equipment they sell you. I could transfer the service but I’m inclined not to just because of their contract policies. TJ

A 3rd party installer showed up early to set up the equipment I paid for in full yesterday via a 2 hour phone call spent discussing my current security needs, however; we declined installation due to multiple discrepancies, including false parameters of the equipment, missing equipment that the installer was unable to provide though promised by the Vivint employee, and an installation method not previously explained or agreed to (requiring sensors be installed within the door and door frame and plastic broken glass sensors be visibly attached—high up—on the walls. This combined with miscommunication via Vivint, lack of concern or attempt to retain our business, and ultimately a call wherein I held for nearly 30 minutes ending in a hang up/no call back. By the way, I did learn from today’s representative that there is a referral credit, so there’s a positive. Oh, and the 3rd party installer recommended my husband to Best Buy, providing him with direction for DIY install know how. What a waste of time and money, that is being refunded at this point.

I have this system at 2 houses. It’s convenient because it’s monitored but the customer service SUCKS. No one speaks clear English to where you can understand what they’re saying. That isn’t a huge problem but the issue comes in where you can’t understand them or they can’t understand you and they mess up with your account. I’ve have sensors go bad and they act like it’s an issue on my end after I explain to them what the issue is. My crest card that the payment is going thru expired and when I gave them the new card they say it’s in the system then they call 2 months later and say I’m delinquent with payments when it’s supposed to be automatically deducted. The delay is too long from the cameras to the cell phone app.

I had been with VIVINT since 2008. I recently cancelled them because they never honored their commitment. In 2014 I was told they needed to upgrade my equipment. They added two years to my contract for a new monitor, I was told that I needed to update other equipment, but they didn't have any in the warehouse. when the technician came installed the new panel, I asked him about the the other equipment. He said he had it the truck but need Authorization. He called it in and was told not to install it at that time. In 2015 I contacted Vivint when my monitor quit working . I also aske about the new upgraded equipment . They said they would do it. Then the Technician came out and replace a circuit board and since he didn't up grade the monitor he couldn't put the other equipment in it wasn't on his work order. That when I decide I would not be going with them or renewing. In March 22 2021 I sent in a cancelation email and letter attached to meet their requirements to cancel effectively on 1 May 2021. On 4 May 2021 they took the monthly fee out, I called and was told they would refund the money in 7-10 business Days . I called today 26 May 2021 because not refund issued, I talked with them the young man said he understood and need a supervisor to issue the refund. Then the phone went dead and hung up. This company customer service has really went down hill. I can't ever recommend them.

Vivint claimed to have sent a security patrol to my house due to a false alarm and charged me $44.34 for this service. When I reviewed my Ring security cameras, I did not see any security patrol at my door at the time Vivint claimed they were there. This is the 1st lie from Vivint. I called their customer service to dispute this claim and I was told that they will cancel the charge. Today I received an email from Vivint denying the reimbursement. 2nd lie from Vivint. This company does not but lie to their customer. If anyone who is looking for an alarm system for your house, stay clear and away from Vivint because you cannot trust a company that lies to the customer.

The system worked great at first, but then I constantly had issues. I have the door locks and the garage opener. The garage opener literally almost never works. And when you change the batteries to the door lock, it's almost impossible to get it to recalibrate. This thing is giving me a nervous breakdown. I should not be paying for a security system that doesn't work correctly. Also my backyard camera always says not connected.

We love Vivint besides that the video lags and sometimes delay. When we get alerts, it takes several seconds to even minutes to capture the alerts on our phones. It’s really frustrating when something happens and Vivint can’t access the cameras.

I love my Vivint alarm system! My husband passed away a few months ago. Now I am all alone and Vivint gives me peace of mind about the safety in my home. It is the best!!

OK product but minimal customer service. Nice to have the web based monitoring but we have a couple of defective sensors that keep dropping off and then reconnecting at random. Support told us to change the batteries but it made no difference. Then told us to just reset the system every time. You will be paying for little in benefit in your monthly fees but this is typical for all these security systems. About one step worse than your internet provider.

We had a tech install everything, and the garage door part of the system stopped working the next day. So we had him come back out to fix it, and again it only worked for a day. The whole reason we got the garage door opener was so that we could control it with the app. Now the backyard camera isn’t connecting to the panel, but I don’t want to call to have them come back out because they might send the same tech who couldn’t fix it both times.

The install of panels was the only thing that went well, after that it was all downhill. It started the day after they left and had a breaker pop in my panel. After resetting multiple times I called an elctrician. He showed me in the panel where when they tied in their line it caused an arc in the line that was tripping. Had to shorten wire past the burnt spot and install a new breaker. I filed a claim with their claims department got a response that said they would contact in a couple days, never heard back even after to replying to their email. When the application was approved by energy company I was on vacation. They sent me an email saying it was approved and I'm guessing saying I needed to throw the switch activating the system. But siine I was away and assuming it was their job to activate I discarded. After a month not receiving a bill from them I got my electric bill from power company saying I hadn't generated. I called customer service and they said they would check and get back to me. I looked and saw the switch was off and turned it on. When they finally got back to me I told them I had fixed the issue and it was generating. Weeks later I got a call saying it was generating and reporting fine. A month later after not getting a bill, I went out to website and saw my first bill for $4 for my first cycle generation. Shortly after I got a notice of second bill for the month I had not be generating. I set up autopayment expecting the bill to be paid, unfortunately they only pull autopay on date bill is due. I saw I was charged 7.50 for not getting a discount. Would have thought that would have been a no charge as I didn't get discount but was an up charge. Turned out it was for not having autopay taken from checking not credit card. No where was that ever stated. When I called billing I was told it was because I didn't have autopay but in talking to supervisor I was told it was because of the bank. I received an email stating I had a new bill and what I owed. But when I looked at my account there was no statement to see what caused the charges. Hard to believe they know what to charge but don't have a statement to review. When I asked the said it would be there between the 8th and 11th. Wasn't even available to the billing department. I also asked why I was being billed for months where I didn't generate and electricity. They said it would take a couple of billing cycles for it to get straightened out. Was also told my current moth had partial estimates as well even though system had been generating for over a month. If you expect communications from this company you're out of luck. While waiting on hold for 20 minutes, the system kicked me back to the main menu and had to start over. I had called my rep to say the could improve their handling of new customers. Shouldn't the system or a person be checking to see if system was generating power after start date. But now that I know they will bill you any way, why bother.

RUN!! RUN!! RUN FOR YOUR LIFE AND DO NOT TURN BACK!! This company is the absolute worst company I have ever encountered. As you will see our experience was not a one time occurrence and I am taking the time to write this review in hopes that someone will see this and decide to go with another company and not get stuck dealing with Vivint's bad service and all its unethical doings. We first came across Vivint when we purchased a house a couple of years ago. We agreed to take over the previous owners account. This was a huge mistake and now I know why they asked us to take over their account. While trying to transfer the account I was told that we had to get new equipment and this was required. This did not make sense to me since we were taking over an account but we agreed to the extra $10 a month for the new equipment. That was the FIRST RED FLAG! As the year went on our front door keypad batteries kept draining. We were changing them every few days which is insane. We called to notify them of this and they would not send a technician. We were told that our keypad was the problem. So we buy a new keypad and the same thing happens to the new keypad. We call them and inform them and we still are not able to get a technician to come even after several calls with each call being about an hour. We finally give up and take the chip out of the keypad and decide not to use that feature. SECOND RED FLAG! Another year goes by and we are excited to cancel with this company and move on. We call to cancel and we are told that we still have 3 years left in the contract. How can this be?? We took over the previous owners account and there was 2 years?? Well apparently Vivint took it upon themselves to set us up as a new account and not as a transfer. THIRD RED FLAG! We felt completely defeated and stuck to live with this company for 3 more years. Shortly after this we stumbled across a great deal on a larger house. Although we felt horrible about it, we discussed transferring the Vivint account with the new owner of our current house and they agreed to take over. We call Vivint to set this up and they inform us that in order to transfer the account we have to pay off the equipment. WTH!! You forced us to get new equipment and we are transferring the account but now we have to pay it off??? We are furious!!! I informed the manager that I know it is not his fault but he works for a very unethical company and that I feel sorry for him. So we pay the equipment off because we want out of this relationship with Vivint ASAP. The new owner of our house calls to take over the contract and he tells us that they charged him more. What?? How can they do this?? It is the same account and we just paid off the equipment. FOURTH RED FLAG!! We call Vivint back and inform them of this and for once I fell like we get something resolved because they adjusted the new owners rate to the appropriate amount. We move and another month passes. Then we see on our bank account that Vivint charged us a monthly fee. WTH again! How can one company be so bad?? We have to call Vivint to get this straightened out and guess what we find out during our conversation...they created a new account for the new owner of our house. Why am I not surprised?! This company is SUPER UNETHICAL!! They refund us the money we should not have had to go through all this. FIFTH RED FLAG!! Now another month goes by and we are happy in our new house. They previous owners of our new house had Vivint as well and tried to transfer their account to us...hmmm, I wonder why? Could it be because they had problems too?? Yes! Of course they did! SIXTH RED FLAG!! Anyway, 2 months into living in the new house and having another system installed the Vivint panel that is still currently there goes off and the alarm sounds. How?? We did not set this alarm and we do not have an active account. Somehow they were showing that they previous owner still had an account there. Vivint was talking to us through the system and we informed them that we do not have an account with them but they refused since we didn't have a "no existent" password they hung up on us and alarm continued to sound. We called the previous owner and he gave us the password but we have no idea how the system was set in the first place. SEVENTH RED FLAG!! After all of this, if you still decided to go with Vivint I truly wish you good luck.

The reps said anything they had to to get the contract. They used old equipment left from a previous alarm company and promised to update all the old batteries in the used sensors as they went out. They didn't do it or remember it after they left my house. As a result the sensors went out and they wanted a $35 per hour service fee plus the cost of the batteries to put in new ones. I had false alarms right after the install of the main panel that the city threatened to start charging me for if the police came out and Vivint won't be responsible for. I am stuck in a 5 year contract and they don't care.

Took over a year to get them cancel my account. I called every month for a year and asked why I was still being charged. They kept charging me the monthly service charge that entire time. after a year, I was offered to pay 20% of the charge I was paying and get the same service. This makes me assume that I was overpaying by 5x for the 2 years I had monitoring service. Do not use them, they charge too much and then do not provide any service. I recommend to get a doorbell camera on your own and a door lock that has a keypad, they are a-lot cheaper online then they charge you. At least then you will be able to still use the stuff after you pay for it.

That is a crooked company be careful sensors will fail , cause false triggers , if your away Police will show and guess what your still liable for any fees . They will start telling you to do upgrades on system “ that’s there excuse” it’s temporary .. door works on motor that locks up Winter or summer .. customer service is very poor . They Do not honor the ceo promise . Bbb have poor rating was sued before for false practices , camera lags even with fiber internet . Notification delayed on motion and camera . I am saying this as a 4 yr customer leaving and getting simplisafe / ring . Pay monthly monitoring around 10-20 dollars from police , buy equipment from Amazon , no contract no stress and no excuses , no ripping off

BEWARE! THEY ARE A SCAM! I was charged $3400 instead of $600 for their security equipment. It was completely their fault and they have admitted this yet I'm still fighting with them to have this charge removed 7 months later! It was dropped down to $1900 and they continue to charge me monthly payments for this incorrect amount on top of the separate and correct $600!! I had to cancel my credit card to stop this scam! Their customer service is the worst I have ever experienced. Most do not care about my problem whatsoever. The one I could find that does care is unable to fix my problem. PLEASE STAY AWAY! THEY ARE THEIVES! ZERO STARS!!

If NEGATIVE or ZERO stars were an option, THAT IS WHAT VIVINT DESERVES! ABSOLUTELY THE WORST SECURITY SYSTEM WE HAVE EVER DEALT WITH! The hardware is incredidibly faulty and has never functioned properly in 4 months since installation. The security system does not function properly. The system has alarmed and there has been no response to the alarm. The video, though good quality, is extremely difficult to save, and only a few minutes at a time. Video cannot be saved in blocks more than a couple of minutes searched manually. Door sensors do not operate properly. The mobile app is unavailable more often than it is available. Do not sign for this company! Do not pay for hardware that does not work. Do not pay for an alarm that does not notify police when it is activated! I CAN'T SAY ENOUGH THAT YOUR MONEY IS SPENT ON A COMPETITOR MUCH MORE WISELY THAN HERE!!! We may be in court for this,but WE WILL NOT PAY FOR A SYSTEM THAT WILL NOT WORK!

Vivint is the biggest security SCAM, PERIOD. Their sales agents exclaim false promises and lie to your face. We were promised that if we moved, we could have our equipment transferred to a new home without installation fees. As an alternative we were promised that when we moved we wouldn't have to pay any buyouts, and everything could be transferred to the new buyers. In addition, we were promised that we could reach out to them in the event we had any questions. On top of it all, we were promised that every promise they told us was in the contract. Sure enough, everything they promised, was opposite in the contract! Opportunities were presented to us and we decided to move, just a few months after our system was installed. Come time to sell our home, all that we were told, about free transfers of contracts and services, free new home installation, were all 100% lies! After being transferred 3 different times on our first 4 hour phone call, we learned the following: -There was no way to transfer our equipment to anyone, unless the entire balance was paid for. -We could not transfer the equipment to the new homeowners even if they requested to take over the payments. -The buyers couldn't request to take over the service, Period. We had to verbally approve this transfer, even though the buyers told us that they called and completed the service transfer well in advance before closing. -We could not terminate our service contract without paying off the equipment loan in full, period. -"There is nothing we can do" was a manager's favorite response. In order to close on our home, we paid off the loan in full and sent the required documents along with our case number and manager sign-off to the provided email address, along with verbal approval to have the buyer take over the service. Then it gets better! We called again after receiving yet another monthly bill. Had to get transferred 3 more times when we called Vivint, explain the entire story again. All to have them tell us that the buyer didn't have to take the contract over because they were an active Vivint customer. This was an outright lie, because the buyers were living with their children for the past 2 months looking for a home, and didn't have any form of security system ever installed in their prior homes. After2 hours and another manager argument, they said there would be no charges and this charge would be credited back in a few business days. This never happened. Next month, we had closed on our home now over a month ago. We get another service charge. Needless to say our next conversation wasn't pleasant, and after another 2 hours, they credited back this past charge. Vivint can go rot in a hole. Better off with ADT or Simply Safe, 200%.

I suffered a theft in my yard & expressed 2 the repthat I was desperately needing security but the 1st date available 4 installation was in almost 3 weeks. I was scheduled for an installation, I took off from work 2 be there (on a Saturday which was an overtime workday). My installation was scheduled between noon & 4pm, but after waiting until 3pm I was notified that there was an emergency with my technician & I would have 2 reschedule. No back up technician was available & next date available was 17 days later. After I explained how frustrated I was because I had given up an OT workday, wasted my whole day off & felt I was not valued, I was told (I quote) "we r a multi-billion dollar company, we don't need ur measly $200". WOW! I canceled, I need a reliable security company who values me as a customer. Vivint, let me add that u would not be a multi-billion dollar company without all of those "measly" hard earned $200 along the way. So unprofessional, so rude and arrogant and I have NEVER been treated so badly by a "buisness" before. I wish I could rate a negative 10

I would not recommend Vivint. I had no idea I had signed a contract for 5 years. After I paid for equipment the monthly cost went up to $87.00. The service is awful. My car has been vandalized several times in early morning hours. The cameras stopped recording every morning and starts back at around 5 AM. The cameras are awful. I plan to get service soon as contract expires.

I'm a 3 year customer with Vivint , 2 weeks after installation i started having problems with my doorbell camera not recording events , I had the doorbell camera replaced twice , and still continue too have the same problems, the problem appears to occurr every 2 weeks, i would call Vivint and a service tech would push a reboot through my system that would work for approximately 2 wees, I got to the point where I called vivint and explained why I'm i paying my full payment for a partial service , I was told that they would reduce my service payment by $5.00 a month for 6 months ,but thats yet to be seen , by the way vivint lock you in for 5 years for their equipment, this is so so frustrating, I wouldn't recommend vivint to anyone vivint is the worse system ever if there was a zero in the rating i would have given vivint a zero. Frank. D

Do not recommend even from the start! I've paid the deposit on Sept. 14th, they set up an appointment for installation for Sep 18. You need to clear your appointments for the whole day because they give you a window of two hours to come and say the installation takes about 5 hours. So.. I managed to clear the whole day for Sep 18. The window ended, nobody came, nobody called. When I called them back.. They said that their technician called in sick. Fair enough.. covid times, scary times. Not only I get it, I appreciated the fact that the technician wasn't coming if he/she was sick. But I could have been notified, right? We rescheduled to Sep 25 (it was the earliest date). This time I had to cancel as my little daughter became a (covid) close contact at school and needed to self-isolate for 14 days. We rescheduled for October 5. (3-4 days after the self-isolation was ending). I have, again, waited for two hours (window) for somebody to come.. No show, no call. I called them back, same story. Ok. Still blaming the covid thing.. we have rescheduled for October 13 (please remember that each time I have the clear the whole day, and that in that one month the Covid cases skyrocketed!). On October 10 I received an e-mail asking me feedback on my Vivint Key Fob device?!!! What key fob device? They didn't even come to install anything and the system thinks I now have a key fob device? I sent them an e-mail asking what was going on. They replied asking when they could call me back. I replied. There was a time zone confusion (between Ottawa Eastern time and .. well.. their time) and they couldn't call, they sent me an e-mail again.. While trying to arrange that.. the last appointment date arrived: October 13th. AGAIN, nobody came, nobody notified me about anything!!!!! THIRD TIME! Enough was enough. I sent them an e-mail asking for my deposit to be refunded. They sent me an e-mail saying they sent my cancellation request to their Customer Loyalty Department and that they were going to contact me. On Oct 15 somebody called me to get yet another appointment -rescheduled!!! Their first question is "Is this an appropriate time for you to speak?". I said "No, I am just on my way to pick up my child from school (I was on my bike) can you call in an hour?" They said that they couldn't. I said "I don't want to reschedule anything, I am very disappointed, it's a long conversation.. I don't have time for it right now, let's talk later", they still insisted on getting some information (address, name etc.. I guess, I don't know, I had stopped in the middle of the road to get the call in case it was an emergency for my kids' school or something), I said 'later please', they still tried to get some info.. Anyway.. long story short.. It's been more than one month, I have no home monitoring, alarm or anything.. cases rise in our city, three times nobody came to the appointment and I wasn't notified about it, I asked for a refund, nothing there either, and the lady on the phone who tries to reschedule is angry with me!!!! If this is an indication of what kind of a service I was going to get after installation, I'm happy it didin't happen! And by the way.. how many Vivint technicians are in here in Ottawa that they're not able make an installation since more than a month and nobody is able to call and notify the customer-to-be when the technician calls in sick?!!!!

I have had good customer service in the past but unfortunately cancelling is made very difficult. It’s like dealing with a time warner a hundred years ago. I was on the phone on hold waiting to get a human for 25 plus minutes, now after speaking to a human, I’m told they need it in writing and it will take 30 days, ok. Can deal with that but now I’m on hold again we’re at 52 minutes just to try to get it turned off. Unreal Do Not go with vivint. I’ve been a customer for 7 years and paid my bill on auto pay. This is ridiculous oh and you can’t get anyone over the weekend.

I’ve been a customer if Vivint for over a year and pay my bills before due date. As of late I question the business financial solvency. Why, in the past 8 days Vivint has sent me texts, called multiple times and sent messages via control panel to call immediately there is problem with account/system. Of course I called and was notified my account was short $2.76. (Two dollars and 76 cents. That’s rights 3 phone calls, 3 return calls. Although I sent them corrected monthly payment this company believes it is good customer service to harass long-term customers over less than $3.00. Bottom line, if I had to do it over it would not do it and it would not be Vivint. Recommend SimplySafe or anyone else. You have been warned not a professional company and poor leadership evident during every transaction.

I cannot say that I was unhappy with the equipment, but I can say that it was the worst customer service experience I have ever had with any company. The salesperson was deception and made promises that I found out were absolutely true. The salesperson Christiaan L promised the following: 1. A trial period and I was free to cancel at anytime. The only stipulation was that I let him know if I wanted to keep the system over 2 weeks. 2. A buyout of current security contract 3. A monthly discount of $10 a month for the first year, and 4. A complete release me from my contract with no questions asked as long as I allowed them to come pick up their equipment. Well as you can imagine most of that did not happen. As it turned out, I did not receive a trial period but a contract for several years for financing the equipment of $1,944.07 for a panel, outlet plug-in and a video doorbell. That price did not even include any motion detector or sensors as they used the already existing equipment. Because my current cameras would not work with their panel, Christiaan even offered to purchase cameras himself. The buyout was offered, but was limited to $1,000 which left me with a balance to my current company of over $400. When I told Christiaan that via text, he informed me that he couldn't do anything about that and directed me to call Customer Loyalty to cancel. Trying to cancel was an absolute nightmare!!! I spent 2 hours on the phone trying to resolve this and spoke to 6 different people and the initial was still not resolved. I was even at one point given another number to call only to find out that I had to call the first number back again because I was informed that I was given incorrect information. That started the waiting process all over again. After holding for another 40 minutes I finally reached someone only to explain the entire situation again. When our call got disconnected for some reason he did not even give me the common courtesy of calling me back. I then contacted someone on chat who told me that I had to call Customer Loyalty and they referred me back to the original number. I then conducted an internet search to see if there was a way to cancel with Vivint online, and finally located an email address. I sent an email and received a call from someone 4 days later who was only interested in trying to "find a solution" and not listening to that fact that I really wanted nothing else to do with Vivint. She asked me to send her my contract, and she would see what she could do. I never received a response to that email. Nothing was accomplished until I filed a claim with the Better Business Bureau and received a call from their legal department. Although they had no problem installing my equipment at 10:00 pm on a Friday evening, it would not be as quick to have it removed. I did not get an appointment until a week later, only to be informed by the technician that they would not be able to put my other equipment back the way it was. He called his supervisor who confirmed this, and also stated that the salesperson should not have given me this information because they were not qualified to do it and it was liability. The panel was left in pieces, and I had no choice but to call my current provider for an installation appointment. As you can imagine, I also had to wait to be scheduled for that appointment which left my home (and me) unsecured for several days; ultimately, not providing the service that they promise - security. As far as reimbursement I have been released from my contract; however, I am still waiting to be reimbursed from the payment for the payments they already took for the first month payment, and the service call charge from my current provider to reinstall the equipment they took down. It took several more emails and another call from their legal department before the matter was finally resolved. I would encourage anyone before signing any contract with a Vivint salesperson to confirm - confirm - and confirm.