If I could give zero stars I would. RUN don't walk from this company. They are TRASH!!! The door rep was nice at first (of course that's their job right)... but she couldn't help me with anything else.. the company owes me money yet I still haven't seen it AND they are still taking money out of my account. I don't even have equipment. Not only that, the tech Gabe who came to set up my equipment stole my adt panel wire... I've called and waited over an hour to get this resolved multiple times. I canceled over a month ago within my trial period. They tell me "you need to call cause it hasn't been canceled yet." I have to ask WHY. Because the system isn't pulled. Well according to my cancellation form you guys provide, if the system isn't pulled within 20 days it's not my responsibility... "well if you don't call it won't get canceled" what... I did my part. Someone needs to call me to get their stuff. Whatever I call. They send someone out immediately the next day. This guy is trying to take equipment that was already installed prior to me signing up with Vivint. He's asking for some box in my closet.... I tell him there is no utility box on my wall in my closet... he tells me there should be. Well there isn't... I hope I wasn't being charged for that.. well the equipment is gone. 17 days later MY CARD IS CHARGED AGAIN... I cannot make this up. I reach out to someone for help. "You have to call that number" I have young kids. I don't have time to sit around for hours doing YOUR JOB for you. I don't get paid for that: hell. I don't even get the money I'm owed. This company is trash. At this rate, I'm going to have to reach out to file a claim because apparently I should've read the reviews before even wasting my time signing up. I want my money. I want this canceled. I want my cord back. read more

Frustrated barely captures what I am when it comes to Vivint. I am not surprised at the rating that I saw when I logged into my account on Yelp. I must admit that I was hoping to see better reviews because that would mean that there is hope for out experience with Vivint improving. :( I have been with Vivint since July of 2017. I have NEVER been satisfied with my service. The equipment has been inconsistent and their service model is terrible. Each time you call, you have to waste your time troubleshooting with them. While they work to not need a technician to come out and service you, I spend so much time with them that I feel that I should be compensated for my time. I have had cameras, doorbells, and batteries in my panel replaced. The technicians vary in experience and cannot even agree on how our home should have been setup, given that our newly constructed home was hardwired for security. While Vivint is supposedly the leader in technology, I am failing to see why they are so successful. At this point, I feel trapped because we paid so much for the equipment and I would hate to have to press reset on that sunk cost. To the best of your ability, steer clear of Vivint. read more

I have had this security system in my home since October of 2017. We have had 3 new Sky panels, 3 new door bells, a thermostat removed, and the system still is defective. We have had 4 technicians come and work on the system snd the last one got frustrated and left. Don't buy this system it is expensive and the monthly payment is high. You will be forever resetting the door bell camera and it still won't record when you get guest or intruders. There are much better systems. There customer service will do everything possible not to let you return the system. They say they will call you back and don't. They ultimately shun you hoping you will give up. read more

I regret having gotten this system. It has had so many problems and since we are locked into a contract there is nothing I can do about it. We have had problems with the doorbell three times and we call for help they ask we open the unit and we aren't technicians so we can't close it back up. So their system is bad and then I'm going to get charged for a service call when their system shouldn't be malfunctioning to begin with when we haven't even had the system for less than a year. I recommend going with another system if I were you. read more

Have told these people no 3 times but they seem not to know what that means. If you show up to my door one more time it's gonna be trouble. We have signs stating no solicitation. read more

Camara never worked. You have to wait 20 plus minute when you call customer service. The contract terms is abusive 42 months. But in this case is my fault for signed it. I won't renew it and don't recommend use this company at all. Stay away of it. read more

DO NOT JSE THIS COMPANY. ANYONE ELSE WILL BE BETTER. We had a better experience with AT&T than with this company and that is saying something, especially since vivint came highly recommended to us by multiple people. If I could give zero stars I would. We were scheduled for an install over a month out and were cancelled on the morning of our appointment because of "scheduling issues." We were rescheduled for the following week for a 12-4 appointment and were told someone wouldn't be able to show up until 6:30. Rescheduled AGAIN, thinking that the third time would be better, after speaking with an account manager and having a significant amount of equipment comped for wasting my time. On the morning of our 3rd day to install, was told I was the first appointment in the 8-12 window and after waiting for an hour, I HAD TO CALL and was told someone wouldn't be there until 11 because of "car battery issues." Always an excuse With these people. Well the old saying rang true... I was fooled 3 times by this company and have been out a significant amount of time, but thankfully they did not receive any of my money. Based on the reviews here, looks like we lucked out. read more

So, wow, your response of sending me to your web site is not helpful!!!! Actually your response is very typical of the lack of concern I have been given thus far. You couldn't even give me a name or number or supervisor or anything? If it was your money being stolen I bet you might care a little more. read more

I have had this service with non stop issues, doorbell, thermostat, camera and all have had issues and that is understandable. The customer service I have received has been completely terrible this company is a waste of money I wish I would have never used them. Check out other local security not worth the money with Vivint read more

I swear I have never called a company & every single time I've have hung up thinking they have the worst customer service in the world. Today was the worst. When you tell a customer, yes we know we've been over charging you for a year but you are going to have to call us back to have it corrected. No, the "Customer Loyalty" Dept. doesn't make outbound calls. Yes, we're wrong but you'll have to call us to get it fixed. Now, you all tell me what's wrong with that logic. OMG, as soon as I'm delivered from the contract from HE'LL I pray I never hear the word Vivint or see another orange sign again I life. read more

Deceptive Company. Horrible customer retention and cancellation process. Pushy and Rude account managers Horrible Company!! We had this company for years. They increased our price without notification and did not ever try to update our hardware but we were being charged for the upgraded price monthly. We switched to another security company. The next day, an account manager was trying to sell us another system!! We explained we had cancelled. However, they continued to charge us for the next 5 months!! Today I was informed I had to send a letter of cancellation. They still continued to try to sell us another updated system! They state they will cancel my account within 48 hours but I will need to contact them once again to ensure it has been cancelled. They stated they will not send me proof through the mail to the address my service has been disconnected?? This is NOT a number one security company!! read more

I was in the market to upgrade my security system. I was looking for a couple of cameras and an automatic door lock. My house was already wired for another carrier, but thought I would check out Vivint. A couple of review sites rated them in the top 10. The sales man I talked with told me the cameras were cellular. I had been worried about trying to plug in a camera and didn't want a camera that required a battery. On the phone, he quoted me $86 / month for service and equipment then in 4 years down to $34 / month. A quick calculation told me the equipment cost would be $2496. We scheduled for the next day. Then I got a call from someone in the office saying they didn't have the date scheduled. I rescheduled for the day after. Next the technician calls me and doesn't have a date. Again, one more reschedule. The technicial shows up on time, but not in a Vivint vehicle, with just a box of the products specific to my call. He has a Vivint shirt on but no ID. We discussed the install and instead of "Cellular" the cameras needed to be plugged in. He is talking about drilling through the walls of my home. I wasn't comfortable with that. Next he wants to set up the Vivint panel in my Living room. It had a terrible green color border that clashed with my design. He could not simply replace the panel by the front door. Then we started talking cost. He could not tell me the breakdown of equipment vs service. When I pressed, he said the cameras were $400, pannel $1200, and door lock $100. He got a manager on the phone who told me I would be paying $44.67 for five years for the equipment. The equipment cost was now $2680 but they told me no interest or installation fee. Somewhere, I was going to pay $580 more for equipment than the cost of the equipment. By now, I had the impression I was purchasing a used car. They had not gained my trust as a security company. It cost me $33.24 non-refundable fee for them to come out and do this song and dance. They may have good equipment, but the panel is ugly and there are other options than drilling through your house to plug in a camera. Plus, any business should be able to give you an itemized statement of your charges up front. Technicians should be in a company vehicle with a company ID and they should have all the financial information available. Until Vivint addresses these concerns, they should not be in the top 10. read more

We had service with Vivint for 5 years without issue until the last one. Our panel stopped getting power. We called and they said they couldn't have someone out to fix the issue for 3 weeks! And they wanted to charge us for the repair. I was very upset. We told them we wanted to cancel our services as we were no longer under contract. They put a specialist in management on the phone who reassured me she would fix the issue right away. She would have someone out asap at no charge. She also stated she would credit the future bill for the nearly 3 weeks we had without service. We finally had someone out a week and a half later. He said the wires were installed incorrectly and fixed the issue and left. A few days later we had issue again and the panel had not power. Only this time when the panel was off and I tried to fix it the alarm sent no distress to the headquarters. So I waited to see how long it would stay with no power before Vivint contacted me that my panel had issue. A week went by and I never heard from them. This is a serious safety issue for an alarm company. Had an intruder come and tampered with my panel my family and/or my home could have been seriously violated. We decided to go with a new company. I called and told them to cancel my service. A week later I got a bill to prepay for the next month. I called back and they never canceled it as requested. They instructed me to write an email with specific information to a specific department. So now I did this. They also told me that now we were in a new month and billing cycle so I am responsible for paying yet another month. I informed them that I had requested cancellation during the previous billing cycle and hadn't had any coverage for weeks though their company. They told me that it didnt matter because they didn't have the proper request via email. They also informed me I would be responsible for not one but 2 months of billing. I informed them that it was nonsense since my unit was not working and I am paying for a service they are not providing. They told me the only way to fix the issue and have the fees waived is to sign a new contract for 3 years. How crazy to sign a contract with a company that isn't providing proper security? I finally was able to get him to credit the original month that was promised but nothing more. I spent hours and hours on the phone with dozens of different people. I paid what the man told me would be my last bill and thought it was over. A few weeks later I received a new bill stating I owed $4.00. Being such a small amount I went ahead and paid it online rather than fight with the company for hours to try to prove my account should be paid in full. The next month I received yet another bill now for $14. This time I called and asked why am I receiving bills monthly on an account that was closed several months prior. The man instructed me that it is my debt and I must pay it. He told me to pay up or it goes to collection unless I want to sign a new contract. This company is incompetent and full of bullies. I'd stay clear. We have been very happy with our switch to Frontpoint. read more

I was sold this expensive Vivint system that I am now stuck with and still having to pay for even though I can't use, I already had a nest thermostat and I nest camera and was told by the salesman that the Vivint camera is better and it's definitely not. I told the salesman that I only need the system to keep an eye on my pets and that's all. The Vivint Camera only tells you if there's a person, it won't tell you about pets, sounds, movement, cars. My nest camera already does all that. He also didn't tell me that my nest thermostat would work with the Vivint system so he sold me The expensive crappy Vivint one anyways, They also sold me new door sensors but never installed them because I already had 15 year old ones already up because that was too much work for the installer. A week later the alarm kept off sporadically and scare the hell out of me cause they didn't work right being so old. I have got the runaround for a good two months trying to get this system back to them but the salesman said if you're going to cancel to do it within two weeks to a month to make sure he gets his commission but now am told it had to be 3 days. I have tried and tried and tried contacting them to resolve this and they said nothing can be done, sorry the salesman lied to you. So now I am paying for a system that Doesn't work for me, I am paying for stuff I never received and Vivint says there is nothing that can be done. Watch out people these crappy little cameras are NOT worth this. read more

Had a power panel lose power. Called Vivint. Took them 4 weeks to get out to the house. Finally got it fixed. Called customer service and asked if I haven't had service for a month then I should get a bill credit. Customer service rep advised would have her "Manger" review for the credit. Low and behold never got the credit. read more

Sales reps are not trustworthy. My husband and I just bought a house, we were not interested in Vivint- we wanted to purchase our own system that we manage. A rep came by and said he could give us a free quote. When we got a quote for the security system, the sales rep promised us over and over that we could have a 30 day free trial so we decided to give it a shot, but 13 days in we decided we didn't want it. We tried contacting the rep (Drew M) multiple times, but he was conveniently "too sick to talk on the phone" to us, and we were also told by their customer service line that Drew will not answer the phone either... It has now been 5 days with no response. Because of the fact that Drew failed to tell us that the normal protocol for a free trial is 3 days, he did not write his consents down, and verbally gave us promises he apparently refuses to keep- so now it is our word verses his and Vivint will not grant us the 30 day free trial. Therefore we are now screwed into paying $55 a month to hear our doors open and close... I am sure the products are great if you have extra money to spend per month, but for a family who does not I wouldn't trust this company to save my life. read more

Poor treatment of SENIOR CITIZENS. Here is my mom's experience with Vivint #4547160: I called about the following problem (see forwarded Email below) again on 11/5.  The first young man that I spoke to was polite and considerate. He talked to his supervisor about my case and He was able to find this Email and as I retold my story he found the documentation that I did call to cancel in January, and again in March when I saw the money still being taken, and lastly in October when I did finally get the Email sent.  But he said I had sent it to the wrong address, but he was able to see it.  He spoke to his supervisor again and she was going to speak with me  when she had time.  He would occasionally get back on the line to tell me she was still planning to talk with me.  But somehow we got cut off.  He called me back on my cell phone but I had called in on my house phone so did not get there in time.  Of course, I should have written his name down when he told me for just this situation, but I had not.  Thus,  I got a different person.  That man had no time to listen to me and told me that I had not sent the proper documentation at the proper time so he could not cancel it. He was so rude he made me cry.  We got cut off too,(or else he didn't want to hear me cry) but he did call back.  He then told me he could lower the price for a while to give me time to decide (I am now using ADT; I don't want to pay any amount of money to Vivint) or he could  transfer it to a friend or family (No I would not want to do you that favor. And the people that  I know that want an alarm system already have  one.) He was very harsh  He repeatedly told me it could not be canceled until I sent the correct documentation. So I hung  up before I started crying again.  I am sending the original Email to the Email address that  he gave me, which also  offered me a choice of a couple of names so I picked one, in hopes that someone will see this and respond, preferably with the ability to make an exception to your very hard (for me) rules. read more

We signed up with Vivint for a 2 year period. Our mistake was we believed the Rep who came by the house. After he left, he changed everything to a 5 year plan. It was all completed on an ipad. We weren't able to get a paper copy of the contract from him. Beware when dealing with them. If you can't a copy of the paperwork from your rep don't sign up with them. Customer support is also very weak. Not very professional. I'd recommend staying as far away from Vivint as possible. read more

HORRIBLE CUSTOMER SERVICE. I RECOMMEND GOING WITH ANYONE ELSE. Recently renewed contract to reduce monthly fees. CERTAINLY WISH I HAD GONE WITH A DIFFERENT ALARM COMPANY. When I renewed the "Salesperson" and I spoke of upgrading the panel with an up to date panel. They never called back and I didn't pursue. That is a push. However two days ago the panel stops working. They had a tech out the next day. He replaced the old panel. It seems to be a used one since this morning I was woke up due to a sensor malfunction alarm going off on the panel. The sensor mentioned does not exist. Must have been a used panel they replaced mine with. After an hour on the phone with a tech they verify that the sensor going off does not exist. Once I informed them that simply bypassing and keeping the alarm error on panel was not good enough, they wanted to send a tech out in a week and a half. UNACCEPTABLE. I pay for a service and I expect that service, not "bypass until tech appointment." Now that I mention updated panel I get the old bait and switch...they wanted to put me with one of their salespersons to charge me more money. Again...I SHOULD NOT HAVE RENEWED MY CONTRACT. Considering addressing my Attorney with this issue. read more

Customer service on 800 number is superb...however, the time you spend doing do-it-yourself reboots and troubleshooting is INSANE. I've definitely spent 5-6 hours plus just addressing tech issues that have come up in this first year. They installed a smartlock for me (that i paid regular retail for) that completely rendered my front door unlockable. They sent someone out the following morning but that installer was not able to fix the issue, so I spend 3 days without being able to lock my front door. Totally unacceptable... but, hey...at least I got a $15 credit on my bill. Their pricing is Top tier, yet the overall system and maintenance is bargain basement at best. Cannot recommend. read more

The cameras are HD and work as expected. My power went out once and they called me b/c there appeared to be a system issue which was good. My beef was with the guy that sold me the system. He told me he would give me one month free for referrals so I gave him my two neighbors who had already asked me to let them know who I eventually decided to sign up with (they trust me due to my techie background). Instead of just going to those people he went to several more of my neighbors and told them I said to go see them and to top it off the sales guy never gave me anything... If you decide to go with this company DO NOT give them a referral! PS... in the last month my thermostat won't communicate with the main board which means I now can't control it with my app. read more

Terrible customer service. We did the free three day trial with the nest like thermostat and security system. They left wall shavings from where they installed the equipment ALL OVER the house. When we called to have them remove the thermostat and reinstall the original, non smart thermostat, they did it so that it no longer worked. So in early August in Texas on a 107 degree day, my young toddler and I were without air conditioning. When I called Vivint, they refused to to acknowledge that as an issue for which they were responsible and refused to send the technician back out "because he was no longer in the area" and "wasn't HVAC certified anyway." They suggested I called an HVAC technician to repair the issues they caused. read more

This company is the worst that I have ever dealt with for any type of service. They are horribly deceptive and are known for their bad cancellation/billing practices. Fortunately for me I called documented my calls to them for cancellation extension. The "manager" that granted this to me did not authorize it in the system. I am so thankful that I actually emailed myself the call notes and his made up cancellation code so that it was time stamped. I later cancelled within this period but was informed 90 days later that this was never done. It has been the largest headache to get it resolved. On top of this the reason I cancelled was due to them promising me one thing initially and upon installation it changed. In addition to this they damaged my house with their equipment and will not call me back or respond to my multiple attempts. Do NOT make the same mistake I did. All you have to do is look them up on the better business bureau or google to find such similar stories. read more

I had Vivinit for three years. I moved and called them to disconnect service. They got pissy about it because I wasn't forwarding my service to my new place. Anyway they continue to take money out of my account even though I cancelled. They also signed my mom's name to the contract because I didn't qualify for the credit. They said she signed it but I asked them what her address is and they don't know. Then she didn't sign it because she can't leave her house. I lost remote entry keychain and it costs over $120.00 to replace. They promised prices for additional equipment then they weren't honored. They took two sometimes three payments out at once. Even with their sign in my yard their people still pestered me. They are shady and underhanded company. GO TO their Facebook page and read the posts. They get dogged about poor service, shoddy equipment, false alarms and everything else. You can't believe a word they say. BE CAREFUL. read more

DO NOT TRUST THIS COMPANY! My husband set up an appointment for a sales rep to come to our house to discuss the smart home features of their system. Frank Brown was the sales rep's name. Mr. Brown convinced my husband to provide his debit card information in the event we signed up for service and said that we would get a special deal, something like a security camera at a reduced price ($65?). When the presentation ended, my husband told the sales rep he was not interested, did not want the system, the camera, or any services. He NEVER SIGNED ANYTHING AND DID NOT AUTHORIZE CHARGES. The next day, there was a debit in our bank account of $172.94 from Vivint. We called to ask what this was all about and Mr. Brown said that it was a mistake and that he would get it taken care of. Almost two weeks has gone by and we still don't have the money back in our account. We keep calling Mr. Brown and he keeps telling us to be patient we will get our money but it "may take up to two weeks". WHAT?? Why would it take two weeks to refund our money? I looked Vivint up on the BBB website and they have had over 3,000 complaints in the last three years. There are so many people with similar complaints, that they are being charged for services they didn't want or cancelled and they can't get the company to refund their money to them. DO NOT DO BUSINESS WITH THIS COMPANY. THEY ARE THEIVES AND LIARS! read more

Vivint installed my alarm system in June 2012. It has never worked correctly. Have had to schedule 6 technicians now since then to repair, and they still insist that I cannot get out of my contract. They are the worst company! read more

They are horrendously understaffed. I never had problems with them until I moved houses. I waited ONE month for a technician to be available, then took off work to wait for the technician to install our system. Four hours later, no one showed. Someone finally called and said the technician was sick. Why wouldn't they call me earlier? No one apologized. Just said they can give me another appointment A MONTH AWAY. ADT or pretty much any other security system in the area could be out today. However, I am trapped in a 3 year contract, which is definitely the only way they could ever keep your business. They definitely aren't trying to earn it the good old fashioned way. You can't cancel your service, because you have to pay the rest of your balance over 3 years. Hopefully nothing happens to my house in this lovely 3 month window which I am desperately waiting for a security technician to come install my system. Sounds like a law suit to me. read more