This used to be one of Vivint’s weaker points. The company got off to a bumpy start when it first hit the home security scene, but it’s made big strides in this area over the past few years.
Vivint told us that customer feedback is a top priority for Vivint support and the company works hard to implement recommended changes. Those efforts seem to be paying off in accolades and higher ratings from both third-party sources and Vivint customers.
It’s nice to see customers rating their satisfaction higher, but Vivint doesn’t have a lot of customer-first policies. It doesn’t offer a trial period, and although you can get out of a long contract if you buy your equipment outright, Vivint’s contract terms are strict.
Unlike most other home security companies that require a 36-month contract, Vivint’s contracts range from 42 to 60 months—that’s five years.
And its pricing is confusing. Vivint Home Security advertises a starting monthly monitoring fee of $29.99, but the fine print says there’s a required minimum service contract of $49.99 per month. It looks like the lowest monitoring price is only for those who purchase equipment up front.
It’s confusing information like this that leads to people feeling misled and can result in the type of customer dissatisfaction that’s hounded Vivint over the years.