Vivint
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9.1
Overall Score
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Brooke Redpath Denver, CO
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.
5 years ago
Reply from Vivint
Thank you for your feedback Brooke. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
Juan Martinez Harlingen, TX
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.
6 years ago
Reply from Vivint
Thank you for your feedback Juan. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
s.s. Bayside, NY
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.
6 years ago
Reply from Vivint
Thank you for your feedback S. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
Jay Sulphur Springs, TX
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.
6 years ago
Reply from Vivint
Thank you for your feedback Jay. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
David Fredericksburg, VA
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.
6 years ago
Reply from Vivint
Thank you for your feedback David. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
derrik Anchorage, AK
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.
6 years ago
Reply from Vivint
Thank you for your feedback Derrik. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
Salvatore LoCascio Wanaque, NJ
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.
6 years ago
Reply from Vivint
Thank you for your feedback Salvatore. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
Sherry Stillwater, OK
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.
6 years ago
Reply from Vivint
Thank you for your feedback Sherry. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
Brent Tyler, TX
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.
6 years ago
Reply from Vivint
Thank you for your feedback Brent. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
Kevin Fallon Bear, DE
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.
6 years ago
Reply from Vivint
Thank you for your feedback Kevin. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
Laurie Rancho Cucamonga, CA
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.
6 years ago
Reply from Vivint
Thank you for your feedback Laurie. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
Anne Magee Brooklyn, NY
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
6 years ago
Reply from Vivint
Thank you for your feedback Anne. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
John Henscheid Rupert, ID
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!!!
6 years ago
Reply from Vivint
Thank you for your feedback John. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
CHunter Laurel, MD
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.
6 years ago
Reply from Vivint
Thank you for your feedback CHunter. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
Rufus Zeigler Rosharon, TX
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.
6 years ago
Reply from Vivint
Thank you for your feedback Rufus. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212
Mar. 8th, 2020
Kellie Wilson Conway, AR
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.
6 years ago
Reply from Vivint
Thank you for your feedback Kellie. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212
Mar. 8th, 2020
James King Philadelphia, PA
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
6 years ago Edited September 14, 2021
Reply from Vivint
Thank you for your feedback James. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212
Mar. 8th, 2020
Paul Duffy Mechanicsburg, PA
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.
6 years ago
Reply from Vivint
Thank you for your feedback Paul. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
Pam
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
6 years ago
Reply from Vivint
Thank you for your feedback Pam. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
Darren K Gilbert, AZ
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.
6 years ago
Reply from Vivint
Thank you for your feedback Darren. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
Anna Kansas City, MO
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.....
6 years ago
Reply from Vivint
Thank you for your feedback Anna. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
Erik Hill Des Moines, IA
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.
6 years ago
Reply from Vivint
Thank you for your feedback Erik. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
Victor Turpaud Larkspur, CO
This company is absolutely incompetent at best and very possibly fraudulent. Their system is constantly failing, from my thermostats, to the video camera, to the remote light switches and the door lock box. Everything is cheap and subject to failure. When you call their help line you have to wait forever and then their techs are useless at resolving the issues. We have had false alarms that went to the police station and were never called. Because of the multiple false alarms the police have refused to service our home anymore. Thanks alot Vivint! I will be canceling my service and getting the word out to as many people as I can to STAY AWAY FROM VIVINT! Worthless!
6 years ago
Reply from Vivint
Thank you for your feedback Victor. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
Steve Ambrose Denver, CO
Stay away. Real good at point of sale and identifying your pain. Awful on install and follow through. Bought the system 3 weeks ago. Came two days later to install decided I needed something else for my internet and phone took all the stuff left and the only contact has been me trying to figure out why they left and did not contact me. In the mean time I have an invoice for what I do not have. Next will be the monthly fee charge on what I do not have. Went back to cancel it today and all I got was a phone number to call. Guess what no one there when I called and left a message twice. No one called back either. Their website looks professional their sales people are well trained, but this is a scam.
6 years ago
Reply from Vivint
Thank you for your feedback Steve. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
Grit Cincinnati, OH
I am another who didn't read the contract and got burnt. Vivint will NOT be getting renewed when the contract expires.
When I called the Tech line to cancel I was put on hold 20+ minutes the first time before I hanged up and nearly 20 on my follow up call later. The lady that answered should have left her attitude at the club as I couldn't understand her because she was talking so fast. After a couple minutes she gets to the part were the department that handles closing accounts is not open on Sunday. All the stuff the automated part has but no mention of this, way to fail even the simple things.
6 years ago
Reply from Vivint
Thank you for your feedback Grit. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
Richard Davis
DO NOT USE VIVINT!!! Vivint is extorting me for a service I do not use. I changed companies, had a new panel installed, and called to cancel the service. After getting billed again I called. They claim I entered into a new contract with them until 2020, which is ridiculous since I have service from another company and do not plan to live in this house that long. If I do not pay, they threatened, I will have to pay the entire amount due plus all legal fees which will be extensive. With this threat I'm forced to continue paying them for a service I do not use. PLEASE, PLEASE, DO NOT USE THIS SERVICE.
6 years ago
Reply from Vivint
Thank you for your feedback Richard. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
Aleathea Moore Farmingdale, NY
I believe that Vivint is installing faulty fire alarms. I've had mine less that 2 years they've replaced it and rebooted and it's still not working properly. They refuse to cancel my contract while threatening me with a huge fee, but would not state how much the fee was. Took almost 2 weeks to get a tech guy to my house and called the day before for Thurs. morning when I requested any weekday after 5pm and anytime on weekend. I don't believe they are professional and charge a premium price but they do not give you premium service. My doctors asst. is having the same issues. Customer service was a bit rude like it is what it is deal with it.
6 years ago
Reply from Vivint
Thank you for your feedback Aleathea. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
Jenny Russell
They took advantage of my 78 year old mom, who was home bound taking care of her 88 year old US Veteran husband who was on hospice This company knocked on her door and did the hard sell. She had no idea how to use it, they removed her previous alarm system and she thought they cancelled it...turns out she was paying both systems for a year before we caught the charges directly out of her checking account. When I tried to complain and cancel her contract, they gave us the run around. My mom's husband passed away and she is down to one retirement income...we are trying to keep her in her house...they didn't care. Just kept saying that it doesn't matter that her husband passed away, because he wasn't the one who signed the contract! Shameful! Sharletons!
6 years ago
Reply from Vivint
Thank you for your feedback Jenny. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
Jeff Anchorage, AK
I have to agree with the rating this company has received. They are by far the worst company I have ever had to deal with. If you cancel your contract after the required term, BEWARE, the company requires the cancelation to be in writing, and they have 30 days after they receive the letter to cancel the contract. This means if you are billed on the first of the month, and send in the letter on the 5th day of the month you will get charged for that month and 30 days after they received the letter. which is actually two months. They are a scam company with the very worst customer service in the business.
6 years ago
Reply from Vivint
Thank you for your feedback Jeff. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
kathleen GA
I should have known when they blew a fuse on my heat pump while installing a smart home thermometer. Cost me $129 to get that fixed which Vivant reimbursed me for. But the next day when my house was still not cooling down it cost me $2479.00 to replace the outdoor unit. Vivant did not reimburse a single penny of that expense and their Claims Agent was rude and arrogant. I called the Customer Retention Department to cancel my service altogether and was advised they would make it right. Now not even 60 days into the service my door lock will not work with the app or keypad. Their response climb in a window, which I have locks on. Will they pay for a locksmith since they cant get out here for 3 weeks. NOOOOO they say I should use another door which I can not access due to limited mobility issues. DONT GET SUCKED INTO THIS SERVICE IT IS HORRENDOUS AND TOTALLY UNPROFESSIONAL.
6 years ago
Reply from Vivint
Thank you for your feedback Kathleen. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
Alpine Automotive Service Yakima, WA
THIS COMPANY TREATS US RIGHT AND TAKES CARE OF ITS CUSTOMERS AND WE HAVENT BEEN BROKEN INTO OR HAD ANY PROBLEMS SINCE SIGNING UP WITH THEM 5 YEARS AGO
6 years ago
Reply from Vivint
Thank you for your feedback Alpine Automotive Service! We are so glad to hear about your experiences with us. When you have a chance, give us a call at 1-800-216-5232 to get your referral code that can lead to great perks.
Mar. 8th, 2020
Darren Marlinton, WV
This is the absolute WORST company I've EVER had the pleasure of doing business with. Purchased their system for a home I purchased for my kids to attend College. After school was finished, and the last one went on to grad school in another state, we attempted to cancel the service after 3 years. Was told I had to buy out the contract @ $1,400, talk the new owners into taking over their contract or moving the system. New owners didn't want it, so I elected to transfer to my home in the "country". I live in an area that requires satellite internet. Vivint sent a "tech" out to remove the system, left a big hole in the wall of the house we sold, and several small holes, the "tech" said he was quitting that afternoon and didn't have the "plug" to fill the hole(?), we could file a claim with the damage department. Damage department told us that was just normal and we needed to take care of it ourselves if we wanted it fixed(?). I fixed it myself, took a couple trips, 110 miles round trip.
Next issue was they had no one to install the system at my home (shocker), but continued to charge the monthly fee. after more phone calls and me telling them my attorney wanted to see the "extra-contractual language", they agreed to terminate the contract, BUT still continued to call me!!!
6 years ago
Reply from Vivint
Thank you for your feedback David. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
david taliaferro Lubbock, TX
Doorbell camer goes offline frequently eventhough my wifi camera does not. Did not mention an installation fee and charged $200 but ended up refunding $100 because of screw ups. Cool ideas, not upfront about costs and charged a lot for the equipment 60 months service plan. .
6 years ago
Reply from Vivint
Thank you for your feedback David. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
Nick Caputo
I've had Vivint for about 8 months. We had an issue with original installation which was quickly corrected. We love the features that the system has. Don't love the price but it seems in line with the competition.
6 years ago
Reply from Vivint
Thank you for your feedback Nick! We are so glad to hear about your experiences with us. When you have a chance, give us a call at 1-800-216-5232 to get your referral code that can lead to great perks.
Mar. 8th, 2020
Kenneth Sugar Land, TX
I have regretted signing up with Vivint since the beginning. I should have went with my gut and cancelled when it took the company 3 visits just to properly install there products and left a hole in my wall. It has been nothing less than a nightmare from the beginning. Faulty Equipment, always dispatch police even if we put code in system. They even blamed dogs barking for setting off and window break stating a bark and glass break is close to the same pitch. then you have to talk with them and answer seems like 50 questions after you put you code in on the alarm. I do not encourage anyone to choose vivint as the alarm provider. you will regret it.
6 years ago
Reply from Vivint
Thank you for your feedback Kenneth. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
Donn Carr Orlando, FL
This should be the Mercedes Benz of home alarm systems by incorporating Wi-Fi, cellular service, cameras, smoke and gas detectors, glass breakage and more onto a platform the user can monitor from around the world, look in, listen in to what is happening. The doorbell camera is a strong selling point.
The sales team do an outstanding job of selling all of their features. The sad part is the system does not deliver. You are left with a Mercedes body and a lawnmower engine. The software is out dated, the motherboard operates only on 2G and not 5G - the result is camera performance (among other things) are severely compromised.
Even when the home goes into alarm mode, the call to me was totally unacceptable. Sadly, we left ADT for these guys because of ADT's poor service.
Their customer service team at all levels do their best, but even the techs will tell you if you see them often enough (and you will as this is a very flawed system) the hardware and software is sorely out of date.
Sadly, I am stuck with four more years to tolerate this. Until this potentially solid program is and its many issues are fixed - Buyer Beware!
6 years ago
Reply from Vivint
Thank you for your feedback Donn. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
Michele Deady-Paano New York, NY
Our doorbell, which when rung, comes directly to our cell phone; however, whenever I go to answer that doorbell through my cell phone....all I get is the green circle going round and round and round. By the time I'm able to get to the doorbell view, the individual is gone. The lag time between the time the doorbell is rung and the time you get to answer it is too long!
6 years ago
Reply from Vivint
Thank you for your feedback Michele. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
Sandy Peterson Des Moines, IA
This company stinks as far as advertising, customer service & especially cancellation. The door-to-door salesman said he was only selling this special offer to a few customers. The sales pitch was, " you will get all the equipment free, & all you have to pay is the one time activation fee of $99 & the monthly fee of 59.99 + tax." This is a 60 months or 5 yr. contract. If you decide to cancel early you either have to find someone else to take over your contract or pay a huge fee, which is the amount you have left to pay for the equipment. So the sales pitch was misrepresented. They have a lot of lawsuits against them. I would highly recommend you not go with Vivint.
6 years ago
Reply from Vivint
Thank you for your feedback Sandy. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
Victoria Groce Levittown, NY
This was by far theeeeeee very worst!! customer service experience I have ever received with any security system I've owned. I have been a home owner for over 25 years, and have always had my home alarmed. I am sorry I left my previous alarm company and am seriously considering taking the loss and switching back or to another company. Soley on the customer service experience thus far. We only had the alarm system installed less than a month ago. I am in the customer service industry. I would not recommend this company to any one especially not to any of my clients. I was to receive a call back on a Sunday confirming a scheduled time for them to come on that following Tuesday. Sunday came and went. I did not receive the conformation or follow up call. No one came on Tuesday. It is now the following Friday, one week later from the original day that the Sunday call to confirm was scheduled, and I have not heard from anyone in the entire company for any thing . Terrible behavior for any Home Security company attempting to establish and maintain clients. I would continue to share my horrible experience with Vivint, unfortunately, I am limited here to space and time.
Continue looking for a home security system.
6 years ago
Reply from Vivint
Thank you for your feedback Victoria. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
DONALD A POTTS
I was led to believe this company was associated with ADT. After I found out otherwise, I stayed with the company, about two years, now. Haven't had any problems - they are very prompt in contacting me when the steaks in the oven start smoking!
6 years ago
Reply from Vivint
Thank you for your feedback Donald. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
Trish
We had a Vivint alarm installed in October, by November it didn't work and would be 3 weeks before a tech could come. We were still billed for the month that it didn't work. at least 2-3 times a month the system went offline and took an hour or so with customer service on the phone to fix it. Multiple time a tech had to be sent out (they charge a fee that we weren't told about). Each time it was out we also had no doorbell. Several techs were an hour after the scheduled window. A few didn't fix the issues. After over 20 calls, 3 panels, and 6 techs (the last didn't show) all in less than 8 months, Vivint finally agreed to cancel our contract. Now lets see if the tech shows on time to pull the system.
6 years ago
Reply from Vivint
Thank you for your feedback Trish. We appreciate your honesty about your experience with us and would love to look into your concerns further. Please give us a call at 1-800-216-5212.
Mar. 8th, 2020
Russ Brown Abilene, TX
We initially installed this system on the advise of a neighbor. Now I wished I had done more homework. As a Retiree I am on a fixed income and the $69.27 monthly fees are about $20 higher than the average. We have a basic system installed with no cameras and two automatic door locks. I have checked with the company and requested pricing adjustment to bring the pricing more in line with their competitors but all I got was a 48 month guarantee for $50.99, not the reduction I am looking for.
If they won't work with me then I plan on going with a different vendor like Simply Safe or other lower cost company.
6 years ago
Reply from Vivint
Thank you for your feedback Russ. We appreciate you letting us know about your experience. If there is anything that we might be able to assist with regarding your system please contact our chat team at this link:
Nov. 28th, 2019
Pekka Maattanen
I was pressured into purchasing this home security system by a very savvy salesperson who clearly wanted to make the sale. I gave in when I was assured that I could cancel with no obligations and a full refund within a 10 day trial period, recognizing that this would allow me to see if the system was suitable for my needs. I found it was not what I needed and the monthly cost was too high for the service provided. Upon cancelling, my system was efficiently uninstalled, and having paid the full price for the system up front, I was told I would be reimbursed within 15 days. It has been over a month and still no re-imbursement. After repeated weekly calls to VIVINT, I have been greeted by different very courteous customer service representatives who have assured me that my refund is being "worked on" but still no money. The time for refund was extended from "5 business days needed for processing" to "5-10 business days", but it has been well over this amount of time. Having paid up front, the cost was just under $1000 for the system (after I modified it slightly from the original purchase that included a duplicate of a device which I was charged for, but then refunded for much more efficiently). By now the interest on this amount would be substantial, so I wonder why VIVINT is clinging to my money still after I no longer have the system in my home?
6 years ago
Reply from Vivint
Thank you for your feedback Pekka. We appreciate you letting us know about this issue and we hope that your concerns have all been addressed.
Nov. 28th, 2019
M Stewart Morgantown, WV
I have given this company a three for customer service instead of a zero because the call center technicians were pleasant on the telephone, even though the couldn't resolve the issue. I have been a customer since 2009 and never had a problem with the old system that was tied to a landline. I upgraded to the "smart panel" -- a pricey upgrade but I thought it would be worth the investment because it would work with my iPhone via an app. For the app to work, the "smart panel" has to work. The install occurred on June 15, 2017 and the system stopped working on June 29, 2017. I have made numerous calls to the technical support line and customer service and they have yet to even schedule an appointment for a repairman to come fix or repair the panel (7 days and counting). It could not be repaired remotely. I will be cancelling my service and demanding a refund.
6 years ago
Reply from Vivint
Thank you for your feedback M. We would love to look into any issues you are experiencing with your system and app. When you have a chance, contact our chat team using this link:
Nov. 28th, 2019
Alex Rich Belleville, MI
The product is good, if fact the project is very good and the warranty is lifetime. However, worst customer experience yet and service is not really worth it for what you pay. You can get better cellular monitoring rates than what they have. They also don't tell you that it is a 60 month contract to start at least it was when i started. Yes they change $59.99 if you have at-least one z-wave equipment and they monitor it for you. What is the two way communication for it they won't help you and just have you call customer service who will inform you that there is a service charge if a technician is sent out. If you like a smart home, go the DIY route and get the cheaper monitoring service.
6 years ago
Reply from Vivint
Thank you for your feedback Alex. We would love to look into any issues that you are experiencing with your system. Please contact our chat team using this link:
Nov. 28th, 2019
Kris P Pomona, CA
I found it interesting that it is advertised here for $39.99 a month, and I'm charged $59.99 a month. Yes, $20 more a month does make a difference [especially for a retired widow, who is also a veteran, having spent over 10 months in the Air Force]. AND, the salesman conveniently just "forgot" to tell me there was a 4 year contract! The system seems to work ok, though, for some reason, not all "visitors" are recorded on the camera clips. [It DOES get all the shadows of the leaves moving in the wind, and car headlights passing the house] Yes, I have gone over the sensitivity, and it almost always gets ME coming and going [occasionally not, I don't care about it showing me; but it often doesn't show when packages are delivered - therefore, it may not show someone stealing a package. When I have a problem, someone always answers on the monitor, but then they usually tell me to call in with problems.
6 years ago
Reply from Vivint
Thank you for your feedback Kris. If there is anything that we might be able to assist with regarding your system, contact our chat support team using this link:
Nov. 28th, 2019
kim
i have had the most horrible experience with trying to get Vivint to come out and service my failed equipment and they do not care. My panel just blacked out on a Tuesday 6/14 last week, I called them early wednseday morning and they attempted to trouble shoot it over the phone when that didnt work they said they could send a tech out 8-days later i expressed to them that that was unaceptable for me to be without security protection for that long. When my panel blanked out, so did all the camera's, the chimes and my mobile phone app. They said they would escalate my request for a tech. today is Monday 6/19, and no one has called me at all about my failed service and when i call them daily they make excuses and still no one calls me back. This has been so tiring and worrisome becusae i am being ignored and I even begged them to please care about my safety and my families safety. No one cares at Vivint.
6 years ago
Reply from Vivint
Thank you for your feedback Kim. We would love to look into any concerns that you are having with your system. When you have a chance, contact our chat support team using this link:
Nov. 28th, 2019
mary m
Sales person was pushy, would not leave contact information so we could call back after having some time to discuss, and said we would have a 30 day trail period. Well he lied. Call to cancel before 30 days and the company says sorry you signed a 3 day contract to cancel. When looking at our e-signature contract sent via email (no hard copy) I noticed my husband's signature was FORGED on all but one document. After informing the company of the forgery we were told to prove the forge and will get back to us in a few days. Still waiting to hear back from them. In the mean time I've filed complaints with my state and the BBB. DO NOT TRUST THEM.
6 years ago
Reply from Vivint
Thank you for your feedback Mary. We would love to look into this situation further. Please contact our chat team using this link:
Nov. 28th, 2019
Jackie Babcock Oklahoma City, OK
Sold dad's home 2 years ago, paid the contract in full, sent in cancellation letter as required. Now 2 years later they say they don't have the cancellation information on file and he will continue to be billed. I said, "Go ahead, I fulfilled the requirements your company stated was necessary to cancel the contract. It is no longer my responsibility and I have cancelled the automatic withdrawal at my dad's bank." They said he would continue to be billed and if not paid would impact his credit rating. I said, " Go ahead. He's 87 years old, I don't think there will be much impact." The Account manager, Jake, said he had the authority to do anything his supervisor could do when I asked to speak with someone above him. Everyone has a boss....even the CEO Todd Pedersen has shareholders and board members he is accountable to.
6 years ago
Reply from Vivint
Thank you for your feedback Jackie. If there is anything that we might be able to assist with, please contact our chat support team using this link:
Nov. 28th, 2019
christopher Fort Worth, TX
The product does not even come close to working as advertised. The security system works fine but everything else is sub-par at best. They lock you into a contract but they refuse to uphold their end of the contract. Every time I talk to a representative for them it takes at least 45 minutes to resolve anything, but then when you get your next bill, you find out that nothing was really done and you have to start over again. I schedule someone to come out and try to fix their bad product and they call at the end of their time frame and say that they are not going to make it out that day and you need to call in and reschedule for another day, even though you just sat there for three hours waiting on them. Every time I call in I end the conversation with me saying to them, "You understand that I am very unhappy with your product and I want out of my contract with you, correct" and they always say yes, sorry I cant help you with that today. To which I say, "you can help me with it, you just refuse to do so." and they just say, is there anything else I can help you with.
I have never dealt with a company who cared less about a customer once they have you locked into a contract than Vivint.
6 years ago
Reply from Vivint
Thank you for your feedback. We would love to look into your concerns with your system further. Please contact our chat support team using this link:
Nov. 28th, 2019
