Horrible experience w/ Vivint
WARNING / NEED ADVICE – My Vivint experience has turned into an absolute nightmare.
I signed up for Vivint after a door-to-door sales rep made several promises that either turned out to be false or were never properly honored.
Here’s what happened:
- I was told I would have continuous DVR recording included with my system.
- I was told I would not need to worry about alarm permits.
- I was pressured into a 60-month contract tied to Bread financing for equipment plus Vivint monitoring.
After installation:
- I found out the DVR/continuous recording was NOT actually included on my account.
- I started receiving compliance emails stating I WAS responsible for obtaining permits after being told otherwise by the salesman.
- The app performance and system reliability were already questionable.
- I started realizing the total cost was around $100/month all-in for FIVE YEARS.
During my rescission/cancellation window I told Vivint in writing that I intended to cancel unless they fixed the situation and honored what I was promised.
Instead of resolving it cleanly, they kept me tied up in endless “retention negotiations”:
- promising DVR,
- promising credits,
- promising extra cameras,
- escalating approvals,
- rescheduling appointments,
- etc.
I repeatedly received conflicting information from:
- sales,
- retention,
- support,
- technicians,
- and backend account notes.
At one point:
- I received WRITTEN confirmation approving retention concessions including DVR and credits,
- a technician arrived for the install,
- then spent 30–45 minutes on the phone because Vivint’s internal notes showed completely different terms than what I had in writing.
The tech himself admitted the situation was messed up and felt bad for me.
Then:
- appointments were missed/no-showed,
- billing continued,
- Bread financing payments started,
- and support kept bouncing me between phone support, chat support, and escalation teams.
Now I’m stuck in a situation where:
- I documented cancellation intent before the deadline,
- Vivint continued negotiating after the rescission period,
- they continued promising fixes and concessions,
- but they never cleanly finalized or honored the agreement consistently.
At this point I’m preparing:
- BBB complaint
- CFPB complaint
- Texas Attorney General consumer complaint
because this entire process feels intentionally exhausting and disorganized.
Has anyone successfully gotten out of a Vivint agreement after retention promises and conflicting written terms like this?