Complaints

This profile includes complaints for Vivint Smart Home's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vivint Smart Home

  3401 N Ashton Blvd Lehi, UT 84043-5307

  
• 

  Vivint Smart Home

  1800 W Ashton Blvd Lehi, UT 84043-5490

  
• 

  Vivint Smart Home

  4931 N 300 W Provo, UT 84604-5816

  
• 

  Vivint Smart Home

  1394 Ety Shops Way NW Lancaster, OH 43130

• 

  Vivint

  2854 Highway 55 STE 200 Eagan, MN 55121

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/25/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We just moved into a new house, sold our other house. We paid off the equipment on our security system, $2900. The buyers were going to continue the monitoring service, but decided they can’t afford the monthly payment. Vivint says I have to pay a $1400 cancellation fee. I just want to cancel the service since I no longer own the property.

  

  Business Response

  Date: 08/01/2025

  Vivint Account #: ********
  
  Case #: *********????? ?
  
  To Whom It May Concern:?
  
  I have reviewed the information provided by Mr. And Ms. ******* and appreciate the opportunity to respond. ?
  
  In the complaint, Mr. and Ms. ******* have requested the cancellation of their account with no fees, due to paying off the equipment.
  
  A Vivint representative has attempted to reach Mr. and Ms. ******* to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to offer a cancellation with no cancellation fees once proof of the equipment loan being paid off is procured. Vivint's representative is ready to schedule a call with Mr. and Ms. ******* to go through the cancellation process. This option is pending account verification and acceptance by Mr. and Ms. *******.?
  
  Mr. and Ms. ******* may contact Vivint’s representative with any questions or concerns they may have.?
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ****** ***** ***** ** ******or fax number: ***** ********, Attention Department - Executive Resolutions?
  
  Sincerely,?
  
  Vivint Executive Resolutions

  Customer Answer

  Date: 08/04/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23653993, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* And ******** *******

• Initial Complaint

  Date:07/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In late May 2025 I called Vivint Smart Homes to cancel my alarm because I was moving. Mr. ****** from the Loyalty Department promised if I continue with them I would received free of charge "a new panel, doorbell camera, window sensor, door lock, and the tech would be covered and my monthly charge would be $29.99. But they took, $1,395.60 out of my bank account on July 9th and continue to give me the run around telling me they will refund it. I've spoken to at least 3 supposedly supervisors one email me, her name is ****** ******, Customer Loyalty Supervisor - ***** ****** ******, ************************* ************ on July 22nd saying they are working on trying to push my refund through the system, but I have not heard anything else. If you can please assist me in getting my refund I would appreciate it. I am not rich, that was some of my bill money and I feel they are playing around with me. I stopped my automatic payment because now instead of my bill being $29.99 like they promised, they want to charge me over $60.00. Please assist me. Thank you

  

  Business Response

  Date: 07/31/2025

  Vivint Account #: S-11938571
  Case #: CA-173023338
  
  ??????? ?
  To Whom It May Concern:?
  
  I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
  
  In her complaint, Ms. ***** requested a refund related to a free Move Package that was offered. According to Vivint’s records, she was indeed offered a Move Package at no cost as part of a customer retention offer. There were no equipment charges, and the monthly service rate was set at $29.99.
  
  A Vivint representative has made several attempts to contact Ms. ***** via phone and email to assist with this matter. After reviewing the account, Vivint has issued a $1,395.60 refund check. The check is expected to arrive within 12–15 business days.
  
  To resolve this matter, Ms. ***** is encouraged to contact the Vivint representative directly with any questions or concerns regarding the resolution.
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ****** ***** ***** ** ******or fax number: ***** ********* Attention Department - Executive Resolutions?
  
  Sincerely,?
  Vivint Executive Resolutions

  Customer Answer

  Date: 08/01/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23652087, and find that this resolution is satisfactory to me. Just to respond to there effort to contact me.  I received an email from ****** ****** on July 22nd stating she was working to push the refund through, after responding on July 28th, Terese responded that she begun messaging her superiors daily for an update.  It was only after I contacted BBB that I received a call from Terese on July 31st stating they I would receive a check in about 12-15 days.  Then I received another email from an executive rep. stating that she left me a voicemail, which I never received  or not one call except from Terese on the 31st.  Other than that I am thankful for the refund and very thankful for BBB assistance.
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:07/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had a Vivint sales rep come to my house and talk to be about services they offered. When discussing plans and equipment I was told everything was month to month which now months later I am finding out is a 5 year contract. When filling out information I was given a credit form which I was told would only be for information. Come to find out weeks later I now had a fortiva credit line that I never wanted in the first place and would have declined services if I knew a credit account would be opened in my name. When the tech was here installing all the equipment he mentioned a option to add to my plan for a increased monthly cost that would allow me to have equipment moved at no charge since I was going to be maybe moving in a year. Now comes the time to move and they are wanting to charge me a total of $300 to have the equipment moved. I feel like I was lied to avoid the entire process from the start. When calling to cancel the plan it is all about upselling me more equipment and not helping a customer out that was lied to by a sales rep. Seems like nobody actually knows what the process is and just wants to take advantage of people and take their money.

  

  Business Response

  Date: 07/31/2025

  Vivint Account #: ********
  
  Case #: *********
  
  To Whom It May Concern:?
  
  I have reviewed the information provided by Mr. ********* and appreciate the opportunity to respond. ?
  
  In the complaint, Mr. ********* has requested the cancellation of his account and his loan due to being misled during the sales process. ?
  
  A Vivint representative has attempted to reach Mr. ********* to assist with this matter via phone and email. After reviewing the account, it has been determined that the length of Mr. *********'s term was stated in his Purchase and Services Agreement. The line of credit with Fortiva was acknowledged in Mr. *********'s pre-install survey. If Mr. ********* has any evidence supporting his claims such as texts, calls, emails or any other evidence, he can send them to Vivint's representative and Vivint will review them and reevaluate accordingly. At this time, Vivint is prepared to offer three different options to Mr. *********: 1). Provide a move of his system at no cost. 2). Help in the process of an account takeover. 3). Help Mr. ********* through the standard cancellation process. Mr. ********* has the BUYOUT PROMISE policy, which comes with two different options if he is wanting to cancel. 1). If Mr. ********* has paid off his equipment and has proof of this, we can cancel Mr. *********'s account without any extra fees. 2). If he is not wanting to pay off his equipment at this time, Mr. ********* will still be responsible for his equipment and would pay half of the remaining months of monitoring to end his term at Vivint. These options are pending account verification and acceptance by Mr. *********.?
  
  To resolve this matter, Mr. ********* may contact Vivint’s representative to proceed with the proposed resolution. Mr. ********* may contact Vivint’s representative with any questions or concerns he may have.?
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ****** ***** ***** ** *****?or fax number: ***** ********, Attention Department - Executive Resolutions?
  
  Sincerely,?
  
  Vivint Executive Resolutions

  Customer Answer

  Date: 08/03/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23643068, and find that this resolution is satisfactory to me. I would like to continue with option 1. I have no problem with the service itself. Just was told one thing and another happened which was misleading 
  
  
  
  Sincerely,
  
  
  
  ******* *********

• Initial Complaint

  Date:07/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vivint's predatory practices are insulting and egregious especially when it comes to Veterans and senior citizens like myself, I've been passed around the various departments to no avail only to be told that it would take 30 days to cancel my account, meanwhile Comcast, Citizen Gas and other utilities have been extremely accommodating completing my request for cancellation in a matter of minutes. I'm scheduled to relocate to Georgia on the 1st of August and wanted to close my banking here however because I have no ideal when Vivint is going to send the last bill I'm in a holding pattern and definately wouldn't want to provide them with any future banking information after my experiences with this company. Previously with I entertained that ideal of moving the equipment I was met with up-selling and prices extra that the company was trying to hawk, I'm a Veteran with PTSD and the pressure made me decide to just leave the $1500-2000 worth of equipment in the townhouse and start from scratch. I no longer wanted to deal with their predatory practices. I only want confirmation of my cancellation of service for 1 August 2025. thank you.

  

  Business Response

  Date: 07/29/2025

  Vivint Account #: S-*******
  Case #: CA-*********
  
  ?????? ?
  To Whom It May Concern:?
  
  I have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
  
  In his complaint, Mr. ****** requested cancellation of his Vivint services effective August 1, 2025, due to an upcoming relocation to another state.
  
  Vivint’s records indicate that the cancellation process had already been initiated and was scheduled to be completed within the standard 30-day cancellation period, following company policy.
  
  A Vivint representative has attempted to contact Mr. ****** via phone and email to assist with this matter. Following a review of the account, Vivint has escalated and confirmed that the service cancellation and account closure will be completed on August 1, 2025, as requested.
  
  To resolve this matter, Mr. ****** may contact Vivint’s representative directly with any questions or concerns regarding the cancellation or next steps.
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ****** ***** ***** ** *****?, or fax number: ***** ********* Attention Department - Executive Resolutions?
  
  
  Sincerely,?
  Vivint Executive Resolutions

  Customer Answer

  Date: 07/30/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23639810, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:07/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been back and forth with Vivint customer service about ta refund, They have given me the run-around now for the last three months. They have charged me for a system i cannot use due to a lighting storm in which fried out my camera system. They were called several times with appointment they did not show up for nor never called to verify or cancel. This has been a roller coaster of BS and they owe me $271.58. I canceled twice and was charged twice with an upgrade of protection on my already broken cameras.

  

  Business Response

  Date: 07/28/2025

  Vivint Account #: S-*******
  Case #: CA-*********
  ??????? ?
  I have reviewed the information provided by Mr. ********** and appreciate the opportunity to respond.
  
  In his complaint, Mr. ********** requested a refund due to equipment failure that rendered his system unusable for two months. Vivint’s records show that Mr. ********** attempted to cancel his account in May 2025, citing equipment failure caused by a lightning strike. However, the cancellation process was delayed, and the account remained active until July 22, 2025.
  
  A Vivint representative has made multiple attempts to contact Mr. ********** via phone and email to assist with this matter. After reviewing the account, Vivint has processed a refund of $271.58 to account for the service disruption caused by the equipment failure.
  
  To resolve this matter, Mr. ********** may contact Vivint’s representative with any questions or to confirm acceptance of the proposed resolution.
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ****** ***** ***** ** *****?, or fax number: ***** ********, Attention Department - Executive Resolutions?
  
  
  Sincerely,?
  Vivint Executive Resolutions

• Initial Complaint

  Date:07/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried to cancel Vivint's services for a home I no longer own.
  
  Their website does not allow for a customer to cancel. It will not even let me stop the auto-payment or remove the payment method.
  
  So I sent an email to them on June 7th, but then a charge went through on July 8th. So I called them, and was transferred to different representatives, each of whom told me they would be able to close my account, but none of them did.
  
  Someone from their "Executive Resolutions" team reached out to me, and it's been the same run-around in emails and a voicemail from him. The voicemail says he's working on cancelling my account, yet my account has not been cancelled.
  
  I am trying to avoid paying monthly charges for a service I am no longer receiving from Vivint.

  

  Business Response

  Date: 07/30/2025

  Vivint Account #: *******
  
  Case #: *********
  
  To Whom It May Concern:
  
  I have reviewed the information provided by Ms. ******** and appreciate the opportunity to respond.
  
  A Vivint representative has reached out to Ms. ******** and her Vivint account has been cancelled. Ms. ******** may contact Vivint’s representative directly if there are any questions or concerns regarding this matter.
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ****** ***** ***** ** *****, or fax number: ***** ********, Attention Department - Executive Resolutions
  
  Sincerely,
  
  Vivint Executive Resolutions

  Customer Answer

  Date: 07/31/2025

  
  
  Complaint: 23637866
  
  
  Yes, they did FINALLY cancel my account.

  But it took more than 30 minutes of my time with them on the phone, and the time for MULTIPLE EMAILS back-and-forth with their Executive Resolutions representative. The entire process was extremely difficult for NO reason.  All they had to do was either (1) provide a way to cancel from my account on their website; (2) cancel my account after they received my first email (a month before we moved); or (3) cancel my account on the very first phone call I made.

  They also never bothered to refund the last charge they made, which occurred after my first notification to them.

  Instead they wasted my time, time that I will never get back.

  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:07/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to cancel my Vivint account over a year ago via phone. Despite Vivint's promise to send a confirmation email (which I never received), they continued charging my account for nearly two years.
  
  Upon discovering this, I contacted Vivint. They acknowledged the recorded cancellation request but claimed I hadn't responded to an email I never received. Despite opening a case, Vivint has yet to issue a refund and continues attempting to collect payments. They're now sending delinquency notices after I stopped payments.
  
  Vivint's cancellation policy has recently changed, likely due to legal requirements, but their deceptive practices persist. It took three calls to finally receive a cancellation confirmation email.
  
  It's been a month since they began reviewing the issue with no resolution. If not resolved promptly, I may need to pursue legal action. This isn't just about money, but about stopping unethical business practices that prey on consumers.
  
  I urge Vivint to address this situation immediately and refund the unauthorized charges.

  

  Business Response

  Date: 07/25/2025

  Vivint Account #: S-*******
  Case #: CA-*********
  ?????? ?
  To Whom It May Concern:?
  
  I have reviewed the information provided by Mr. ******** and appreciate the opportunity to respond.
  
  In the complaint, Mr. ******** requests a refund due to a delayed cancellation dating back to 2023.
  
  Vivint’s records indicate that on July 10, 2025, Mr. ******** verbally completed the cancellation disclosure and requested cancellation due to high monthly rates and unexpected charges. This request was received, accepted, and properly documented, authorizing Vivint to proceed with cancellation.
  
  Over the past two years, Mr. ******** accepted multiple offers but did not finalize the cancellation. Services continued uninterrupted during this time. Despite having accepted these offers and received services, Mr. ******** is now requesting a refund for the previous two years.
  
  A Vivint representative has attempted to contact Mr. ******** via phone and email to assist with this matter. After reviewing the account, Vivint has processed the cancellation as requested. The cancellation was properly authorized and accepted on July 10, 2025.
  
  Please note:
  
  1-Services over the past two years were provided under accepted agreements and reflect active usage.
  
  2-A refund for that period is not supported due to the acceptance of offers and lack of cancellation follow-through.
  
  3-A courtesy credit of $58.63 will be applied to cover the 30-day cancellation period, following Vivint’s standard policy.
  
  To resolve this matter, Mr. ******** may contact Vivint’s representative to proceed with the proposed resolution or to address any further questions or concerns.
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ****** ***** ***** ** *****?, or fax number: ***** ********, Attention Department - Executive Resolutions?
  
  Sincerely,?
  Vivint Executive Resolutions

  Customer Answer

  Date: 07/30/2025

  
  
  Complaint: 23636924
  
  
  
  I appreciate that your response was prompt. I also understand that your role requires you to protect the company’s interests, even when that means defending a cancellation process that, in my experience, was unnecessarily complicated and misleading.
  To be clear, no services were rendered by Vivint over the past two years. I had a different provider during that time, and I can provide documentation showing when that account was established and that it remains in good standing. Additionally, if you claim that monitoring was active, then there should be a record of the event that occurred during that period. If you can provide concrete evidence that this event was detected and handled through your monitoring system, I will consider the matter further. Otherwise, the claim that service was provided is unfounded.
  Regarding the cancellation, it is a fact that Vivint failed to send the confirmation email necessary to finalize the process. If you had verifiable proof that the email was sent and received on my end, I assume it would have already been presented. I initiated the cancellation in good faith; your failure to follow through made it impossible to complete—this does not align with fair business practices or current regulatory requirements related to service termination.
  While I acknowledge the gesture of crediting a charge I did not authorize, it’s frustrating that your company still saw fit to bill me $120, including late fees, after I had clearly canceled.
  One additional question: Why did your company update its cancellation policy in January? Was it due to new compliance obligations? It’s surprising that in an age of transparency and public accountability, Vivint continues to rely on outdated and opaque procedures, placing the burden of incomplete cancellation solely on the customer.
  Unfortunately, it seems we’ve reached an impasse. I will be pursuing this matter through Small Claims Court and am prepared to present my case in front of a judge. I also intend to share my experience on social media so that current and prospective customers can understand the type of business practices they may be subject to.
  This is not solely about the nearly $1,600 charged to my account—it’s about principle. Customers deserve to be treated with honesty and respect.
  I sincerely hope you reflect on how the company treats its customers, because it often reflects how it treats its employees.
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:07/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a Vivint employee named *** come to our house. My husband and I are deaf so we asked my son to interpret for us. *** fed us a lot of lies that we discovered a few days later. The technician who installed the system is ghosting us. The system we agreed to was not met. I told *** that we want out of the contract-he said he told us 3 days but my son who interpreted for us said he clearly said 30 days. We would have never agreed to this if it was 3 days because what if it didn’t work well.
  
  *** saw us hesitate and that’s when he assured us we had 30 days trial. It hasn’t even been a month and *** has been incredibly rude and now ghosting us. We’re not used to these kind of salespeople.
  
  I am so upset that he took advantage of us being vulnerable deaf people because he changed his story. My husband called Vivint and they literally didn’t care. They said it’ll cost us $3,000 to cancel it.
  
  I’ve been crying so much because I’m on a fixed income and I can’t afford to pay for that. I’m upset because *** told us that it was 30 day trial period and that if we had any problems-to send him a text.
  
  Please help me. My son is willing to testify saying that *** clearly said 30 day trial. He lied to us saying what we want to hear and now we want out so bad.
  
  We started complaining a few days after they installed it but the technician ghosted us. Then we had a family emergency the following week and we’ve been trying nonstop to get this taken care of thinking we had 30 days. They can keep the equipment. It hasn’t been a month. Please help. Thank you.

  

  Business Response

  Date: 07/25/2025

  Vivint Account #: ********
  Case #: CA-********* 
  ??????? ? 
  To Whom It May Concern:? 
   
  I have reviewed the information provided by Mr. ***** and appreciate the opportunity to respond. ? 
   
  In the complaint, Mr. ***** has requested being let out of the contract due to stating him and his wife, who are both deaf, relied on their son to interpret during a visit from a Vivint employee named ***. *** allegedly misled them by promising a 30-day trial period, which was a key factor in their decision to proceed, but later claimed it was only 3 days. Since installation, the technician has been unresponsive, the system does not match what was agreed upon, and the customer feels taken advantage of due to their vulnerability, now facing a $3,000 cancellation fee despite trying to resolve the issue within what they believed was the trial period. 
   
  Vivint’s records show Mr. ***** completed the Au10tix process. This Process is to ensure the integrity of our customer onboarding process and to prevent fraudulent activity.
  Mr. *****'s 1st call to cancel was on July 10, 2025. 
   
  A Vivint representative has attempted to reach Mr. ***** to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to ROR/Trial Period cancel Mr. *****'s account and issue a refund, with uninstallation of the equipment; pending account verification and acceptance by Mr. *****.? 
   
  To resolve this matter, Mr. ***** may contact Vivint’s representative to proceed with the proposed resolution. Mr. ***** may contact Vivint’s representative with any questions or concerns he may have.? 
   
  If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ****** ***** ***** ** *****?or fax number: ***** ********* Attention Department - Executive Resolutions? 
   
  Sincerely,? 
  Vivint Executive Resolutions? 

• Initial Complaint

  Date:07/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vivint is a sham of a company . We were lied to about the cost, they damaged my home and have left us unable to secure our door properly due to the worst installed door bell camera ever. Because we can't latch our screen door this is causing a safety issue with our 3 year old.
  They will not come in to remove their equipment as long as the equipment is in my home we can't put a to stop the rental fees we are being charged.
  They sent an installer that was not trained he drill unneeded holes in our front door and has wiring in the wrong places, all confirmed by their home damage dept. rep they sent out.
  after the nigh-mare of the installation ( this includes boxes of un-installed items on our living room floor left by the installer close to 11pm when we had to asked him to wrap it up for the night and sent him home due to the late hour
  The sales pitch given was as long as you keep the contract for 2 years the cameras and equipment were free. We have 5 people who were in the room when this was said and will swear to it in court.
  We had to take his word on everything because his I-pad screen was cracked and we couldn't read everything on it.
  The next day I get a warning my #SS was used to open up a charge account in the amount of $4285.12 for the equipment. It took me 48 hours to track down through equifax who opened the charge. and I still can't close it until they remove all their products.
  This company misrepresents their contracts , sends unqualified installers into your home, damages your home ( verified by the home damage adjuster they sent out). refuses to uninstall the poorly placed cameras and key pads in any reasonable time frame, We are currently on a 6 week waiting list to have it removed They were able to show up that night and start the install, according to the sales person they were in the neighborhood just finishing up a house around the corner.

  

  Business Response

  Date: 07/25/2025

  Vivint Account #: ********
  Case #: CA-*********
        
  To Whom It May Concern: 
    
  I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond.  
  A Vivint representative has reached out to Ms. ******* and a resolution has been agreed upon. At this time, Vivint has agreed to Vivint has approved Ms. *******'s ROR/Trial Period cancellation and will be issuing a full refund. The uninstall of the equipment has been scheduled for August 5, 2025.
  A cancellation confirmation email will be sent to Ms. *******, when all is resolved.
  
  Ms. ******* may contact Vivint’s representative directly if there are any questions or concerns regarding this matter.  
    
  If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ****** ***** ***** ** *****, or fax number: (**** ********, Attention Department - Executive Resolutions 
    
  Sincerely,  
  Vivint Executive Resolutions 

• Initial Complaint

  Date:07/19/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  this company installed a sensor on my sliding door that does not work and have refused to send a technician over to replace it.

  

  Business Response

  Date: 07/24/2025

  Vivint Account #: ********
  Case #: *********
  
  To Whom It May Concern:?
  
  I have reviewed the information provided by Mr. ***** and appreciate the opportunity to respond. ?
  
  In the complaint, Mr. ***** has requested a repair of his sensor due to Vivint not scheduling a technician to service the equipment.
  
  Vivint’s records show that Mr. ***** has contacted Vivint regarding the sensor, however, was unable to troubleshoot it. Troubleshooting is required to determine if a sensor needs to be replaced. Technicians are typically not scheduled for shippable devices.
  
  A Vivint representative has attempted to reach Mr. ***** to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to review the programming of the sensor and schedule a technician at no cost to Mr. ***** to service the sensor and determine if it needs to be replaced, pending account verification and acceptance by Mr. *****.?
  
  To resolve this matter, Mr. ***** may contact Vivint’s representative to proceed with the proposed resolution. Mr. ***** may contact Vivint’s representative with any questions or concerns he may have.?
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ****** ***** ***** ** ******or fax number: ***** ********, Attention Department - Executive Resolutions?
  
  Sincerely,?
  Vivint Executive Resolutions