ADT and Vivint: Which Home Security Company is Better?

With so many home security companies in the U.S., choosing one can be tough. Two leading options are ADT and Vivint, both offering smart devices and monitoring services. 

According to PissedConsumer.com reviews, Vivint often earns praise for modern equipment but draws complaints about billing and cancellations. ADT is valued for reliable monitoring but criticized for customer service and contract issues.

This article provides a detailed comparison of ADT vs Vivint to help you determine which company best fits your needs. We also highlight some of the common home security issues customers encounter when dealing with the two providers.

Key insights

• The home security systems market was valued at $56.1B in 2024 and may hit $93B by 2029.
• Based on PissedConsumer.com reviews, over 60% of ADT customers and nearly 70% of Vivint customers say they would not use the company again.
• Cancellation issues are one of the most common complaints about both ADT and Vivint.

Overview of ADT vs Vivint

ADT was founded in 1874, and over the past 150 years, it has evolved into a comprehensive security company, offering advanced monitoring and smart home solutions. 

Today, ADT serves customers across 150 locations in the USA. Its headquarters are in Boca Raton, Florida. In addition to the main services, the company offers security solutions for small businesses and health and senior safety.

In contrast, Vivint is a newer but fast-growing entrant in the home security industry. It was founded in 1999 and is headquartered in Provo, Utah.

Vivint stands out for its wide range of smart and sleek products. It focuses heavily on home automation and integrated security systems. Their product design incorporates smart features, such as voice recognition, app control, and advanced video surveillance.

What are ADT and Vivint Pros and Cons?

ADT customers often highlight the mobile app that offers real-time alerts. Vivint customers, on the other hand, appreciate the company’s reasonable pricing and the 24/7 professional monitoring service.

Despite these advantages, both companies have numerous complaints regarding poor customer service, technical malfunctions, and billing issues.

Below is a summary of ADT vs Vivint’s pros and cons, based on consumer reviews on PissedConsumer.com. 

What Are the Top Complaints about ADT vs Vivint?

When selecting a home security provider, features and pricing aren’t everything — customer reviews also reveal how reliable each company is

The table below summarizes common consumer issues reported in ADT and Vivint reviews.

**Percentages in the breakdown below may exceed 100% because some reviews mention multiple issues. 

In the next section, we look at these common complaints in detail, highlighting real customer examples.

Installation and setup

A crucial aspect to consider when choosing a home security system is the ease of installation and whether professional expertise is required. 

ADT offers both professional and self-installation options. Generally, an installation fee is charged depending on the type of device and the complexity of the setup. With the DIY option, customers can request remote assistance from ADT tech support if needed.

Vivint strongly recommends professional installation for their security systems. You will need to schedule an appointment with one of their Smart Homes pros for setup and personalized training.

Online reviews indicate that professional installation and repair services by both companies do not always go smoothly. There are 25.46% complaints about the issue among ADT reviews, and slightly less (20.04%) among Vivint. For example, in one review, the customer expressed their frustration:

…I was left with a disassembled doorbell camera, exposed wires, and no solution, and was charged $62.00 …

In the Vivint review, the customer had similar complaints,

...they drilled holes in exterior and interior walls that were not even used to install the system, they also did not run wires for the 2 backyard cameras as we haddiscussed immediately before they began installing the system…

Transparency of contracts and pricing

Both ADT and Vivint offer customers the option to enter into a contract, especially when financing equipment.

ADT’s standard contract is 36 months (24 in CA). A contract is required if you finance equipment, use a promo, or get a pro install. Monitoring costs $30–$60/month.

Likewise, Vivint allows customers to pay in full or opt for financing. If you opt to pay in full, there is no contract or monthly equipment costs. The only monthly recurring payment you might incur is $39.99 if you sign up for monitoring services. On the other hand, financing is available for up to 60 months at 0% interest. 

Despite their seemingly transparent pricing and flexible payment structures, 33.65% of ADT and 24.84% of Vivint customers report billing and contract discrepancies.

For example, in review #6642613, the customer was frustrated about the ADT bait-and-switch strategy;

…I signed up for free install of up to $2000 of equipment with contract. The charged me an additonal $1700 and the equipment was never installed yet they demand I pay them for equipment I dont have…

Whereas, in the Vivint review, the customer explained that they were charged over $550 after canceling due to a medical crisis. They were later informed that the account had never been closed and now owed $1,700. However, after posting their complaint on PissedConsumer.com, Vivint resolved their issue. 

Customer Support Experience

There are numerous reviews regarding poor customer service. Both companies’ complaints indicate that while it is relatively easy to get through to customer support, the representatives are often unhelpful. Most customers don’t get their issues resolved.

50% of ADT customers and 33% of Vivint customers think that the home security providers should improve their customer service. Furthermore, 61% of ADT users, compared to 67% of Vivint users, say that they won't use the respective companies’ services or products in the future. 

Cancellation Process

One of the biggest customer frustrations with ADT and Vivint is the difficulty in cancelling their home security system services. According to reviews, 41.47% of Vivint and 37.67% of ADT customers experienced issues during the cancellation process.

Some ADT customers reported that despite making a clear cancellation request, they continued to be charged monthly fees. Others were frustrated that the cancellation process is not straightforward and requires calling the company multiple times and having to wait for long periods on the line. Even when they got through, the customer representatives were not helpful.

On the other hand, Vivint customers mostly complain about being charged extra fees to be let out of their contract. For example, in the Vivint review, the customer wrote:

The system we have, we no longer can use. Vivint wants $900.00 to let us out of the contract, no exceptions. I explained to them that I am now disabled due to a house collapsing on us while trying to rescue a family in a house fire. They don't care…

To better address these complaints, we researched Vivint vs ADT cancellation policies. 

ADT Cancellation Policy

According to their FAQs, the best way to make a cancellation for your ADT contract is to call 1-800-ADT-ASAP. For prompt assistance, ensure to have your contract in hand. ADT categorically notes that they do not accept cancellation requests made via email or the web for security reasons. 

As per ADT’s terms and conditions, if you initiate an early termination of the 36-month monitoring contract, you will be charged 75% of the monthly service charge due for the balance of the initial contract term. If you are moving to a new address, you can avoid the early cancellation fee by transferring your security system to the new location.

Vivint Cancellation Policy

If your contract period has not lapsed, Vivint only allows cancellation under the following circumstances:

• Death
• Bankruptcy
• Transition to an assisted living facility 
• Other extenuating circumstances

To cancel, call Vivint customer service at 1-800-678-2635 with proof of your extenuating circumstances. The Exceptions Review Team handles claims on a case-by-case basis, and the review does not always result in being released from the Vivint contract. If you do not qualify, a cancellation fee applies.

Is Vivint Better Than ADT?

Both companies have their pros and cons. The best fit for you depends on your home security needs and preferred services and products.

Vivint is the go-to for modern, sleek smart home security and integration, while ADT has a long-standing presence in the industry and a broader range of services. Previous users question both companies’ reliability due to poor customer service and rigid cancellation policies.

What has been your experience with Vivint vs ADT? Write a review on PissedConsumer.com.