Vivint

We canceled our account last August 2022 and found out in January 2020 that Vivint was still charging us, even though we finished our contract. We have called and called, but they keep transferring us and hanging up on us. They also block my access to my online account, so I cannot even see what is going on. I am about to report this as fraud to my bank, I will report to the BBB, and to the GA Public Service Commission, and I am praying someone will help us. They even sent me a cancelation confirmation back in August 2022 and stopped service the same night we called.

I would not want anyone else to experience the nightmare we are experiencing.

Honestly it's hard to say which is worse, as they are both so bad.

Product = the glass break sensors will cause false alarms almost every time you activate the alarm, so you basically can't use them. Other motion and door sensors repeatedly "lose connection with panel," so they don't work large portions of the time as well. We've basically stopped using our system because nothing actually works.

Service = when an alarm does go off, we assume it's a false alarm (which, already, is like what's the point of this?). When we do get that call from Vivint Monitoring, there is ZERO urgency, and they'll slowly ask "do you want us to send the authorities?" Despite having at least a half-dozen of these calls, when I report false alarms to Vivint as reason for refund, they tell me there is "no record" of these interactions with Vivint Monitoring.

Oh and by the way they lock you into 5-year contracts that are virtually impossible to cancel. I'm more than 1/4 through my contract, yet was told I'd have to pay over $2,000 to get out of my Vivint agreement.

This is the first time I've ever written a review for any company. I'm 39 years old and have never felt compelled to write a review for anything ever in my life, positive or negative, but my experience with Vivint has been THAT bad. If you are reading this, I IMPLORE you to take your business to a more reputable company.

Vivint. Don't send you people knocking on doors at night. I was trying to fall asleep because i have to get up early. Especially since your service sucks.

I was working in my garage when the VIVINT door to door salesman approached me.
He was not one of my neighbors so I asked him what he was selling his response was "Do you own this house I need to talk to the owner."
Again I asked him what he was selling. He then said "That was not any of my business."
After asking him the second time what he was selling and getting the same answer I requested he leave the property and he kept running his mouth while walking down the driveway.
He never did say who he was or who he was with but I did see VIVINT on his black shirt.
When I called VIVINT they told me he was suppose to identity himself at first contact which he never did.
In my opinion if you are approached by a VIVINT salesperson tell them you are not interested.
LOOK at the company review rating on this and other sites.
This site makes you give a 1 TO 5 star rating should be a -5 TO 0 for this company.

Please do not waste your hard earned dollars and time on this company! They are HORRIBLE! Customer service sucks, if you have a problem, they make you waste hours of your time to go through troubleshooting yourself and wont send out a technician unless you pay. The cameras go offline for no reason constantly. There is no way out of your contract unless you pay off the OVERPRICED equipment. PLEASE PLEASE PLEASE AVOID AT ALL COSTS! These people will take advantage of you! I would have saved thousands of dollars if I had just gotten a ring camera.

I own all of my equipment and am under no contract. They passed me around on the phone for 40 minutes just to tell me I had to submit a written request.

The worst system alarms
Vivint
Please do not install that company in your house because they will not help you if something happens they just want to sell and not monitor😡😡🤬😡🤬🤬

Faulty equipment, phone app sucks, customer service in friendly but not helpful. Tech support is lame and to get a tech out to your location takes too long. DON"T DO IT!

I purchased for thousands in security equipment and moved out of state with it and I just learned that they have been lying to me for the past 4 MONTHS!
I was always "ESCALATED" (do not let them, because they never reach back- I was "escalated" 7 times and never heard back) and they even scheduled an appointment that was magically cancelled without notice and I had to push back my trip home to go see my dying father FOR NO REASON!
And today, they had the audacity to suggest I SELL MY EQUIPMENT ON EBAY because there is nothing they can do!
I also had an overdue balance that they made me pay fully promising that I would get an appointment quick after, but again I was LIED to. They already knew there was nothing FOR THE NEXT YEAR!

DO NOT CHOOSE THIS COMPANY.
What else are they lying about? I don't mess around with my security, neither should you.

Camera not working
Drilled holes everywhere in my house
Each time calling them for system failure and each time with different representative and additionally new steps to do with a result that it doesn't work
Technician, you ll have to pay for it
3 years after they are telling me my system is old and need to be upgraded, cameras… and I have To pay more
Avoid this company

Our sales representative Dawson came to our house and talked us into getting security installed. He was fast and left out alot of important information, he also stated that my credit would not be check, HE LIED. They ran my credit to get the equipment and now I'm stuck with that bill of $3467.00 how am I going to pay for this? He said this is a 30 day free trial and I could cancel after 30 days I tried to call him and we could not leave a voice mail message because it was full very poor poor communication. So now because of his poor lack of work ethics I'm stuck in a contract with vivint this was unwanted I called so many times and was on hold for over 3 hours to talk to managers and they still all said they can't override this contract until I pay for their equipment then I can closed my account. How can they do this? Force us to pay for this that we did not want in the first place and was supposed to be a free trial. I told them I'm facing hardship where am I going to get the money to pay for this, that this was their employee fault to trick us into this. I'm not working and I'm trying to keep a roof over my kids and that was more important than unwanted equipment. Now I'm stuck, I really can't afford this.

This is the single worst company I have ever interacted with. They completely botched the install, drilling multiple holes in the wrong place in my home for a product they never installed. They installed a door lock without multiple parts. They were available for the install the day we signed, thus locking us into the contract, but were unavailable to fix the door lock for 6 weeks. Their software regularly fails, not allowing us to view the camera or utilize the control panel. Worst of all, they don't even do the most basic part of their job: the alarm was tripped when my wife was home alone and they didn't call or dispatch an help to her. They simply sent me a text (not a call) while I was in a work meeting letting me know that the alarm was tripped. Their customer service is egregious, I spent over an hour on the phone, and the individual failed to rectify the issue and wouldn't connect me to a supervisor. They lock you into the contract by using a third party to finance the equipment, so even if you cancel your service you'll be stuck paying off technology that can't be used for 5 years. They are crooked, they are a scam, and I would STRONGLY advise against anyone ever using them.

We removed one of two security panels on a property. Long story short, the panel that stayed on the property did not work after the second panel was removed.

I've been on the phone for literally hours. Tech representatives said that we needed a new panel. I've asked specifically for a supervisor to give me a call back to know avail.

Now I'm reading all the horrible reviews of this company. A test of any relationship is when a problem occurs. YES, I HAVE THE INSURANCE THAT REPLACES COMPONENTS THAT NO LONGER ARE OPERABLE. WHAT IS WRONG WITH HIS COMPANY?

If you're planning on moving to a new home, just plan on paying $150 to change the address. My tech "installed" my system at my prior house. I say "install" because it's some window sensors with double sided tape and a panel that plugs into a wall outlet. I figured I'd take the panel and window sensors with me and install at my new residence. WELL to change the address, they make you pay $150 to have a tech come out and check your work, essentially it's a money grab and bad business to say the least. I even had a customer service representative(call center in India) hang up on me when I didn't want to pay the $150. I've paid the $150 but will be cancelling my service with Vivint after contract ends and will be switching to another company. I referred many of my clients to Vivint but for an instance like this to happen where they are robbing you of your hard earned money, I cannot respect a company like that and will be talking about my experience for YEARS to come. I will be leaving this review many places so people know what type of company this is. Thank you.

I would not recommend Vivint to my worst enemy. Someone I used to live with got vivint installed in our home. I was out of state when the sales person came, when the technician installed the equipment, and when we moved and the equipment was removed. They are now trying to get the security system installed at their new home but are unable to get it installed because EVERYTHING is in my name. Even though I was not present for any of this process. My name was FORGED on the contract by someone at vivint and since their customer service is absolute garbage I am unable to do anything about it at the moment. They can't do a thing for you on the phone and when they get tired of putting you on hold they just hang out. DO NOT GET VIVINT.

Vivint seems reluctant to provide any in person tech support. I am concerned that they are locking in customers who will be stuck with systems that are unsupported, yet who are unable to switch to other services without a massive contract exit fee. It was pricey to leave, but I'm so happy I did. I've never been so mistreated by a company.

I am particularly concerned about the impact this will have on other elderly citizens.

The denial of a service call was continual. They claimed that I could fix the problem "easily." (The problem, however, continued to change, but was always considered "easy" to fix without in-home tech service).
The business' response was casual indifference, misleading claims of available service dates, misleading statements about the nature of the problem, and eventually, an extremely punitive cancellation process both in terms of length of time to cancel, number of stages to cancel, required methods of cancellation (both computer and phone), and the exit fee. I have spent over 5 hours on the phone with Vivint.

I purchased my Vivint contract in May 2019. My contract stated that my fee would be $42.99/mo for 60 months and at the end of the contract period, Vivint could raise my rate. If I broke the contract, I would be responsible for the monthly rate of $42.99 times the number of months that were left on the contract. In Dec 2019, I received a letter stating that my payment would go up by $1.48 and that I could object to the charge by calling, which I did. The charge was supposed to be removed; it never was. In Nov 2022, my rate went up yet again. I called and was told that they are "unavoidable charges" although my contract says nothing about my rate possibly going up due to "unavoidable charges"; it just states that my monthly rate is $42.99/mo. I was also told that if I cancel my contract before the 60 months, I will have to pay the higher amount times the number of months remaining. My monthly rate is now $45.14. I get it; it's a couple of dollars and some change, but my understanding of a contract is that both parties have to honor it. Apparently, Vivint can break their own contract and raise your fee citing "unavoidable charges" whenever they like without repercussions, but you cannot break the contract on your end. Not a good way to do business.

The Vivint sales rep came to my door, told me I would get $1000 for leaving my current security provider, said I would get a $200 credit toward my bill for my old doorbell camera, and have the installation fee ($399) waved if I took a picture with him holding the Vivint yard sign. When I set up my account online later with the finance company, it showed a balance of $3600. I called Vivint customer service the next day, found out none of what the sales rep said is true. I told them that was more than I wanted to pay, they said they were sorry and they could knock $10 a month off my bill for the first 12 months. So I canceled with them and said they could come get their equipment or I could send it back to them. Their Cancellation Policy says they have 20 days to come retrieve their equipment or it is the homeowners to keep or dispose of as they see fit. 20 days passed and no one from Vivint reached out to me or showed up to get the equipment. So I called them and said, I'd like to sign up for monitoring. When the rep got my information he said, sure we can restart that financing up for you. I said your cancellation policy clearly states after 20 days, that the equipment is mine, if you have not retrieved it. He said that is correct, and I replied so you guys expect me to agree to pay for equipment that I now legally own? His reply, Yes. I said no thanks and now have equipment installed at my house that is essentially worthless. Beware of shady Vivint sales reps.