Vivint

In short

Vivint sells through its own reps who come to the home, so if you signed at home in the last three business days, cancel under the FTC Cooling-Off Rule by mail. After that, cancel by calling Vivint Customer Service at (800) 216-5232; it can take up to 30 days, a multi-month subscription may carry an early termination fee, and financed equipment stays owed to the financing partner. Opt out of arbitration by letter within 30 days of signing if you want to keep court options. A real Vivint rep always has a badge ID number.

How complaints actually go

• The Terms of Service (last updated January 29, 2025) say "You can cancel a Vivint service or subscription by calling Vivint Customer Service at (800) 216-5232" and that it "will be cancelled within 30 days of our receiving your request." Vivint Terms of Service
• General help is 844.481.8630, chat on the contact page, or the "service promise" feedback form; the form gives no response time. Vivint contact us, Vivint service promise
• Vivint says its products are sold exclusively by Smart Home Pros or authorized contractors "through direct-to-home channels." Vivint: verify a Smart Home Pro
• Disputes go to individual arbitration with a class action waiver unless you sent an opt-out letter to Vivint LLC, Attn: Legal Department - Arbitration, 3401 Ashton Blvd, Lehi, UT 84043, within 30 days of first agreeing to the terms. Vivint Terms of Service

What tends to work

• Cancel within three business days of a home sale under the FTC Cooling-Off Rule; the seller must refund all payments within 10 business days of a valid cancellation. 16 CFR 429.1, FTC: Cooling-Off Rule
• If equipment is bought upfront, a month-to-month service agreement is available, which avoids a multi-month term. Vivint legal
• Vivint must notify you of any new fees or fee increases before charging them; a fee that appears without notice is a billing dispute. Vivint Terms of Service

Traps and fine print

• "If you have an active multi-month subscription to a Vivint service, you may have to pay an early termination fee"; the amount is in your own agreement. Vivint Terms of Service
• Equipment financing is a separate agreement with a third-party financing partner, so cancelling Vivint service does not end the financing. Vivint Terms of Service
• Without a Vivint services plan, product and system functionality is limited, including loss of remote connectivity. Vivint legal

By the numbers

• On April 29, 2021 the FTC announced that Vivint would pay a $15 million civil penalty and $5 million for consumers to settle charges that commission-only door-to-door reps used other people's credit histories to qualify customers for financing. FTC press release, April 29, 2021
• In December 2024 the FTC sent nearly $500,000 to 470 consumers from that case, an average of $1,056; the refund administrator is Rust Consulting, Inc., at 1-833-472-1996. FTC press release, December 5, 2024

Scams that target customers

• People posing as Vivint reps, or reps from other companies, say Vivint is out of business, has left the area or was sold, ask for access to the system, or say a part such as the cellular communicator "isn't working" and must be replaced now. Vivint: verify a Smart Home Pro
• Vivint says "We will never send someone from a manufacturer to inspect or upgrade your system, unless it is a Smart Home Pro," and "If they don't have an ID number, they don't work for Vivint." Check the badge ID with the Verify ID tool or call 1-800-456-6433. Vivint: verify a Smart Home Pro
• If a debt collector contacts you about a Vivint account you never opened, report identity theft to Vivint. Vivint contact us (links to the identity theft report at vivint.com/legal/idverify)