Vivint Smart Home

Stay clear worst customer service ever! They make impossible to terminate the contract and keep billing.then lie and say they have no record. Sadly I’m a Telus customer and they have made Vivint worse!

Don't take the salesperson's word for anything. In talking with the salesperson, they indicated one duration for the agreement, but when we looked closer before signing it was two years longer. Not the first time I have heard this about their sale people so be very careful when dealing with them. Also, if they agree to anything verbally, or say there will be no charge for something, insure it's in writing and signed off by the salesperson.heard many get ripped off this way.
Wireless components, such as motion, constantly need battery replacement.

Frustrating to deal with. First call they were going to send a technician to fix my doorbell, then I am advised a doorbell was sent. I called back to find out that I would have to install it myself after I was very clear in the initial call I could not install it. They scheduled a technician to come to install the new doorbell. Spoke to a loyalty person, and they said at no cost if I signed up for 24 months and no increase to existing monthly charge. Then, a day later, I get an email advising me of a charge that will be applied on my credit card. Called back again.so frustrating. I told them I would pay the charge, but refuse to accept a 2 year term.and that I will remain on month to month. They waived the charge. Should it be this difficult to get a simple doorbell fixed? I need to send back the new doorbell they sent to me as it is the wrong one.still do not have an address to return it to. I suppose that will be my 4th call to these guys.

The most unethical company I have ever dealt with. They lied about equipment I had connected in order to try and charge a service fee. The communication on the app and has been interment the intire time I have had their service. The system will disarm itself when I away from home so you have to constantly check in via the app while away to ensure your home is secure. The wait times on the phone are ridiculous and they don't resolve issues. This company is a bunch of unethical thieves. If any individual tried to pull the b.s. They constantly pull, they would be behind bars for a long time.

Avoid at all costs, service is extremely bad, no follow through on promise, have called over and over they keep making promises but no follow through, I’ll be cancelling all my telus services at this point, too bad cause telus was decent

One of the worst companies I have ever dealt with when it comes to Customer Service and Support.
After years of service we asked for our account to be put on hold while we were in a rental waiting for our new home to be built.
With NO communication via email or phone our account was only put on hold for 6 months instead of a year and the remainder was sent to collections.
Multiple phone calls, hours of our time to communicate and get the situation handled and NO help was given.
A client lost as we certainly will NOT be using this company for our new home security service.
I truly believe the owners and managers of this company need to reevaluate how they train their staff, the communication they have with clients and what they are doing to retain clients in this market.
It is unfortunate that larger companies conduct themselves with such unprofessionalism and feel they have the right to charge clients for services NOT provided, for systems NOT in use for Homes NOT even owned by the client.
Horrible experience

If I could give a negative rating, I would. This company continued to take payments out of my bank account AFTER I cancelled. I put in a cancellation request in April and they never processed it until August. They took payments out of my account for July and August and then only refunded me for July, I had to call them numerous times ask about the status of my cancellation and kept getting the run around to call back. Now I'm having to call back over and over again to ensure they process my refund from the August payment. Also, I should add that when I had the equipment installed, it never even worked properly majority of the time. Do not waste your time and money on these products, the company is a complete joke. I will never do business with them again and I will NEVER refer anyone else to them. It's been a real headache dealing with them right from the beginning.

This company is a scam. Promised a certain price up front and did not follow through with their promises. Have now been trying to cancel them for months they can never give me a dollar amount for cancellation. I have been on hold for hours to get no definite answers.meanwhile constantly charging me for their services. My advice to everyone out there is. Do not ever use Vivint services. A massive waste of money and a terrible company.

Do not sign up with Vivint. As a customer for 5 years they do not show up to replace or fix any equipment. Then try to charge you a fee to fix the equipment. When you refuse to pay for a system that doesn’t work they get collections after you with out resolving the problem

I am not sure why they have to cut off the wire of my backdoor doorbell. I don’t know why. But backdoor my doorbell stopped working the day they put the front door doorbell camera. I saw this now hanging and wondering what it is. Technician tried to hide it.

Please do yourself a favor and DO NOT use this company. After my contract was done and I paid all my stuff off they shut off my panel and said I had to pay $500 for a new panel as they said my software was obsolete. They never phoned and told me my panel was off or anything. I was without security for 3 days untill I phoned and asked them why my panel was off. Not too mention they argued with me to cancel and still charged me 20 days later. I canceled and went with Telus home security and they are 1000% better.

Vivint told us they’d add a new doorbell camera. They’d said they’d charge us $5 more a month. Instead they billed us for over $700. DO NOT use Vivint.

Worst company i have ever seen! Biggest mistake of my life, signing contract with such a useless company. It takes forever to contact actual person. After using this company for 2 years, later realized they didn’t even provided me all equipment, For which i am paying money! For new customer, please be aware of this company and always look into details of contract, because its not necessary that they will provide u everything which is mentioned! I am wondering how even they got 4 starts here! Worst! Worst!

Very poor customer support. Vivint door locks won’t work anymore and since I’m not a current customer I was told they can’t help me reset. I was a client for 9 years.

DO NOT USE. Horrible service, equipment always down, and just all around a nightmare. I cancelled with the back in November, have now been charged TWICe after cancellation, being told "cancellation process hasn't gone through yet". Are you kidding me? Jokes, absolute jokes, this is not how you run a business.

This company is crocked, they will give u good deal to get u sign contract, once everything is installed. They make u pay for everything and u are stuck with them for next 5 year. I haven’t even received all the equipment that was promised to me. Talk to them about whats going on with 10 different guys on phone to fix it, in last month every time i call i get same answers it will be fix in 48 hours, now month has passed nothing has been fix $800 original equipment amount in 30 day its now $1100. Called in today again, surprise to hear all the 10 guys I talked to, they didn’t contact the right department to fix this thats why this is not fixed. I will have to wait another 48 hour to get it fix.

Good product but after sales support is brutal. After initial conversation both on their chat system and messenger I am left hanging with no response. Not even an acknowledgement that they are working on a solution.

One star is too high. The service is terrible, that would be if I got any. The equipment constantly doesn't work and when you schedule someone to come look.they don't come. I cannot think of a worse experience with a company when it comes to trying to get issues solved. I would cancel but it's 5 years and they are quick to bring that up when you call. Seriously, go somewhere else.

Although the equipment and system seem to be working fine so far.it’s their creative accounting that concerns me. I’ve called them three times to get this sorted out and talked to their loyalty department personnel at length and still this has not been rectified. Perhaps if they read this review they will do something about it now. Most expensive system I’ve ever had with the WORST customer service!

I’ve called 3 times now and still waiting on hold the first call had multiple people in the back ground talking laughing then I kept saying hello. And then hung up on me after 13 mins on hold second call 15 mins later after I was told it would be 12 mins and then James answers the phone tells me he’s pulling my file up waited 3 min then hung up on me. Here’s the 3rd time trying as we speak. Glad I’m canceling. Final person I spoke with was good but it was to late at that time.

Constant technical problems, they had our address wrong. The agents are friendly but you have to call 5 times with the same request before getting anything done.

This company uses really good technology for its systems and the technicians are really good and professional; however, because they are outsourcing their customer service department the quality of this department is not the same as the rest of the other departments and calling customer service usually ends in 45 minutes of frustration

They were great with the installation. But I had issues with the door locks, and because they didn’t put the door locks in, that they weren’t covered so I had to buy new door locks, and they wouldn’t come out to install them so I had to do it myself.

We had Andrew come to our house as he was going door to door. I initially was skeptical with what he was offering, as I am with all door to door sales, but he did take the time to come and explain what Vivent offers which was nice. Though at times his sales tactics really reared it head and came off to me a bit pushy, especially after we had agreed to the contract and he was asking for referrals. I was excited for the equipment but still am skeptical about the service so asking, and what felt like pushing, for referrals when I haven't even had a chance to know if the service is any good did irk me a little bit. We had Kelsey come and install it the same night and she was fantastic. It took longer than I though it would but we did get a decent amount of equipment so it made sense in the end. She was great in explaining and showing us how to use the panel and set up the app on our phones. The biggest part that concerned me about Vivent was the number of reviews that said people were being charged hidden fees or large charges out of no where. The day after having our account set up I spoke with support through the website to get a copy of our contract which does show we can cancel within the first 10 days without reason which was reassuring if it turns out we didn't like the service or if there was any funny business with charges. I also asked about the billing and everything matches up with what we were told by Andrew. Higher review would be given if the sales tactics were relaxed a bit and we didn't feel like we had to say yes to what we were being sold, still equipment and services so far have been great.

The gentleman who sold us the system was very friendly and engaging. He did not push us to buy additional items that we did not want. The installer came the same day and was very quick and professional.

Complete garbage of a system. We were all excited for our new security system, my partner works out of town and I was pregnant at the time, seemed like a smart thing to do. Well it has been awful from the start.the cameras go down constantly, we went for 2 months with no cameras at all, finally a tech was sent and we were advised that new hardware might be required, even though the system was only 4 months old, cameras only stayed working another month. We were promised to be allowed out of our contact because of how horrible the system is performing but every time we call they have to send a tech again to fix it with the promises that this time we will be allowed out of the contract. Never happens. We have had 4 techs (which they also tried to charge us for each visit) to the house and every time they fix it the cameras stay live for maybe a week then go offline again. We even upped our Internet home package to see if this would help. More money spent everywhere with no success. We finally unplugged everything and took down the cameras after 1 yr of uselessness. The system has been unplugged for 4 MONTHS and we only just got an email saying the panel was disconnected and our home might not be protected. Worst experience ever. Which we are stuck paying for. I would recommend any company but this one.

This is the worst security company ever. I had a contract with them which is $100 per month and suddenly I received a $1800 charge out of nowhere. I called them about it and they always say that they will refund the money but it has been weeks now and they always say that there is nothing they can do. DO NOT EVER SIGN ANYTHING WITH THEM. I am going to file a case against them. I have called my bank and they will help me file FRAUD against them. DO NOT GET SCAM BY THESE PEOPLE. They are the worst and their customer service is just so stupid because they always say that they will transfer you to a different person as i asked for their supervisor or manager and they'll put you on hold then the same person will talk to you using a different name. Just do not go with them.

Smooth, easy and professional experience with sales rep and installation tech. These guys know how to take care of the business and customers. 5 out of 5 stars. Thank you!

The product works well and the tech was awesome when she came to install, super friendly and efficient. My Sales person Jon was great with explaining all the plans, how the equipment worked and getting me set up.
I did have one of my sensors went of at night and we don't know why but they were quick to respond.

I decided to get a home security system. I researched different companies and talked to friends that had them. I saw all the great reviews on Vivint and decided to get a quote. Jonah came to my home & asked me what I wanted from the system. I never felt pressured & I felt the cost was reasonable. He explained how everything would work & I made the decision to proceed. Kenneth came & installed the system and explained how to use it. It was all very straight forward. I have had it for a week now and have had no issues & it has given me a little piece of mind. Jonah even followed up to see if everything was going well. Thank you so much, I would highly recommend it to anyone.

Very pleased with Vivint - love the capabilities of managing my home from my smart phone. Great service from the sales rep, techs and everyone that I have dealt with. Would totally recommend for anyone who is looking for a great security system to work well with your smart phone.

Had to cancel an appointment because of multiple legitimate reasons. Called customer service after telling them I can’t do the service just yet, they were very rude on the call afterward and basically said nothing but “yep” when I said have a good day and thanked them for their time and they hung up on me without saying any sort of goodbye. Very rude customer service.

John was our sales rep, he was honest and very knowledgeable. Love our system so far, great insulation technician.

My experience with Vivint has been incredible. From the initial request with the call centre, to my installation. And get this, the install was booked and the installer was on time! A novel concept when dealing with tradespeople, but I appreciate the fact that they felt my time was valuable. And the knowledge he shared was incredible.
The equipment is top of its class as well, from the app to the cameras, I'm extremely happy with my purchase and have recommended others already.
Thank you Vivint, for making my home and family safer!

Very disappointed, almost at the end of my 5 year contract and will not be renewing it. I had tried to get out of the contract after 2 months due to all the malfunctioning devices and all that I spent on failing batteries. But VIVINT wanted a buyout of almost 4000.00 so I was stuck with it.

Carbon dioxide sensor battery was 36.00 for one and was lasting about a month and received a Police charge for a alarm that went off and no one was able to answer the phone as I was out of town and my wife a teacher was with her students. This I was told would never happen because they could listen to hear if someone was there. A camera that has not really worked unless you dance around in front of it or walk towards the camera. I could literally write a small novel on all the issues I have in the year the only thing that worked or maybe does not work but has not given me any issues is the smoke alarm.

3 weeks ago I thought I would give them one more.chance to fix a few things. The technician was really nice but the camera captures after the fact still, the front door sensor still doesn’t work. I am running out to get 2032 batteries for the garage door sensor that I was charged 30 dollars for three weeks ago. I would leave it but another device that will not stop chirping.

I really hope the actual products have improved as there are so many products out there I could have spent 4800.00 that I have paid over the last 5 years. It has been a real learning curve. Will never lock into a contract just to start with and considering I previously owned all the door and motion sensors in the house it is quite expensive at almost 80 a month.

Kurt and his co worker were so good, very professional and personable. My problem was solved quickly and efficiently as possible. The problem was me and I had forgotten how to use the system. Kurt took me through the alarming and disarming very clear. All is good. I would certainly recommend Vivint

I had excellent services from all the departments at Vivint. Thanks for your patience, understanding. Love my new alarm system!

A door to door salesman came to offer Vivint and we were not interested at first because we were going to move. He said we had one free move which was not the case when we tried to book the install and unistall services. He also said we could trade in some of the sensors if they didn’t make sense or match with the new house. Another lie because we couldn’t do it, and we’re now stuck with Vivint for another two years. Don’t do it! Way less expensive options out there.

Jonah and our installer Ryan Elmquest did a fantastic job. We're very impressed by their professionalism and customer service.
The backyard camera is particularly impressive.

Blake McCullough was of great help in setting up our home system and following up to ensure things were running smoothly.

Was disappointed I. The sales staff that came to my door. I was ready to switch over my house and my rental and my business and when we needed to discuss financial side of things. The young guys asked to speak to my husband? ! Really? ! First of all. It’s my house. Second of all I’m not married. Thirdly.it was a total insult. This is NOT 1950! Won’t be going with them.

Botched the install. However they did send money for the repair. The panel did not work properly and was alarming it self. Called customer service and they couldn't help. Wanted to send a technician and charge us. With some arguing they did send a technician but they didn't do anything. It started doing it again and called in again and had to reboot the panel. Still didn't fix it. Finally sent out a technician but they still didn't send a new panel. He ended up replacing our panel with another used panel he had in his van. Old problem fixed but still have issues.couldn't be bothered to deal with them anymore so have lived with the issue. They kept blaming our router. I am sure there are better systems and for less monies per month. Locked in for 5 years was 5 years too long. Cant be bothered to give more details but just make sure you do your research.

I had the worst experience with Vivint customer service/sales rep. At one point we were considering Telus and Vivint and on pointing out the differences, the Vivint rep took it personally and started showing his frustration because they were not able to beat the price and then asked me to go with Telus and hung up on me. This has been the worst sales experience I've been through. If you want true value for your money and don't want to deal with pushy sales people that don't know what they're talking about, then, please stay away from this company.

By far one of the WORST customer service experiences I have ever had.
First, we had a door to door salesman come to us the day before we left for Christmas holidays, he said we could trial the system risk free for 30 days, and that the monthly price thereafter was always negotiable. Both of those claims were a blatant lie, and we returned from holidays to find we were stuck in a 5-year contract paying a higher monthly price than what we discussed at my dinner table. This salesman has since disappeared. He is not answering my phone calls or the calls of his employer. The worst part is, Vivint is forcing me, the customer, to live with his empty promises. There is no accountability in this company whatsoever to the lies their salesman say to people when they let them into their homes.

Second, our front door lock did not work, at all. The buttons did not work to lock or open the deadbolt. The deadbolt was also installed incorrectly and would meet too much resistance during closing, abort the attempt and set off an alarm every time we tried to lock our door. They only left us with one key, and as a result I had to use an app to open and lock my door for weeks before they would get a technician to me. An app that rarely communicated properly.
We were ensured by the salesman that the motion sensors would not be tripped by our 25lb dog. That was incorrect as well, and we had a false alarm the first time we ever armed them.
The technician finally arrived, he was 2 hours late. As per our wishes, he removed the smoke and CO detectors, the thermostat, and the motion sensors. He left our home WITHOUT a working smoke detector, as he did not replace it with the original we left out for him. He did NOT use drywall anchors for our thermostat, leaving it loosely attached to the wall. The deadbolt now locks, but is very loose. He also did NOT reset our main panel, leaving me with another hour of customer support calls to remove the 3 warnings constantly on our panel due to the items being removed from the system.

This has been a nightmare, nothing but the worst customer service. Save your time and your money, go somewhere with door to door salesmen that do not lie when you let them into your home, or are at least held accountable when they do; customer service agents that can actually make change, and technicians that actually do quality work. Absolutely horrendous.

Save money from this ripping of company they charge me $2000 only for the touch screen panel and they charging for everything i was new i get it after i found out from telus is way cheaper than them and it includes all the sensors even door bell camera plus smoke detector.also i gave my void cheque to pull the money and they didnt they keep sending the email that this day they will pull the money but not.now they send me the bill of $1800 only for there touch screen panel.im so stressed now they keep on calling and the way they talk its like they harrassing me.i told them my void cheque is there why you guys not taking the money.at last somebody break my garage door and took all the tools but there sensor didnt work next day i found it was on the floor its not even sticking.hopeless i tried to call salesman but no respond i called headoffice they just saying call here and there so.

Kurt was awesome and really laid out the specifics with all the equipment I wanted. I’ve always had good experiences with Vivint so I’m glad that streak continues! We love our new home security system and are loving the smart home features we have installed!