Complaints
This profile includes complaints for Vivint Smart Home's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 8,669 total complaints in the last 3 years.
- 3,122 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/26/2025
Type: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.
I am filing a complaint against Vivint Smart Home regarding a $1,200 service contract balance and cancellation charge. I was misled by the Vivint sales representative about the nature of the service and the contract I was signing.
When the salesperson sold me the system, he represented the service as being similar to Ring — a simple home monitoring service that I could move to a new residence for free at any time, with no long-term commitment. He did not disclose that I was entering into a five-year contract, nor did he explain that I would become financially responsible for any equipment or cancellation charges.
I was not told that I was signing a long-term legally binding service agreement, nor was the contract clearly explained. Had I been told this was a 5-year contract with a $1,200 cancellation fee, I would never have agreed.
When I attempted to cancel the service and return the equipment, Vivint would not let me cancel and stated they would charge me $1,200. They also refused to accept the equipment back. I was told again that I could move the system for free, which was false. The salesperson’s representations directly contradict the actual written terms, and Vivint failed to provide clear disclosure of the contract terms before installation.
I subsequently discovered that the equipment was financed separately, and that the service contract itself was not cancelable except with a large penalty. None of this was explained to me before or during installation.
Vivint is now billing me $1,200 for early termination. This has gone to debt collection with Sequium and they want $1,200 or $100 to reconnect the service. I do not want the service and was lied to about the terms.
Business Response
Date: 12/02/2025
December 2, 2025
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Ms. ******* and appreciate the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 12/02/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24199391. I accept Vivint’s response as it resolves the Vivint portion of my complaint.
Vivint has waived their collections balance and closed my account, and that part is now resolved.My separate Fortiva complaint remains open because the financing issue is still unresolved and is being handled through a different BBB complaint.
Vivints resolution is satisfactory to me.
Sincerely,
******** *******Initial Complaint
Date:11/26/2025
Type: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 were told we had to have vivint doorbell camera free for a year to have our solar panels installed for free. *** company rep said we could cancel in one year which was November 26, 2025 with no problem. I called Vivint and was told it takes one month to cancel service and we would have to pay $51 and change for cancellation!!
This whole thing was supposed to be free! Not only that the person I spoke with was very pushy about trying to get us to keep the system, we I plainly told him I was calling to cancel.
Now we have no choice but to pay this cancellation fee.
We would like to not have to pay this fee.Business Response
Date: 11/26/2025
11/26/2025
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Ms. ***** and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 12/01/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24196707, and find that this resolution is satisfactory to me.
Sincerely,
******* *****one thing that bothers me is how were they able to access my bank account?!?! I never gave them an account number or routing number, yet they charged me and then refunded me! How did this occur?
sincerely,
******* *****
Initial Complaint
Date:11/25/2025
Type: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.
I contacted Vivint to cancel my service after 10+ years, and I'm not on a contract. My card on file recently expired and was no longer on auto pay. I called in Oct to cancel and was disconnected but believed my service was being cancelled. I received another notice that my payment wasn't made, so I called again last night (11/24/25) to reiterate my desire to cancel. I was told I needed to pay a balance of $57.89 (2 months) before they would process my request. She tried to upsell me for over 30 minutes, despite being told repeatedly that I only wanted to hear that my service was being cancelled. She refused my request to speak to a supervisor multiple times, stating they were on another call. I told the representative that I would continue to hold until a supervisor was available. The representative told me that the supervisor would tell me the same thing. I told her again, that I would wait to hear it from a supervisor. Finally, she told me that her supervisor had offered a credit of $25, and it would take 24-48 hours to process (I never spoke to a supervisor myself). Once processed, I am expected to pay the remaining $32.89 and call back to complete cancellation. After 45+ minutes on the call, I agreed. Upon further consideration, I am not in agreement. Their service changed from 3G to 5G months ago. My service was not switched, and therefore my "service" has not been active since, meaning I haven't been connected to their services. Despite this, I have paid my bill. The least they can do is cancel my service as requested and waive the $57.89 fee in lieu of this situation. It should not take 45 minutes to cancel, I should not have to state more than once, maybe twice that I don't want to hear any offers. I had to state my intent no less than 20 times, to the point of extreme frustration. I had planned on potentially coming back to Vivint down the road, but this experience has ensured I will never do business with them again, nor will I recommend them to anyone.Business Response
Date: 11/25/2025
11/25/2025
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Ms. ***** and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 11/26/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24192095, and find that this resolution is satisfactory to me.
Sincerely,
****** *****Initial Complaint
Date:11/24/2025
Type: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.
On 7.2.2025 I called Vivint to cancel our service with them .We are no longer under contract and all equipment is paid off. They tried to put me under another contract. I told them no just cancel my service.I noticed my cameras were still on so on 9.24.25 I called them back to find out why it has not been turned off. That person told me because if they did I would have to pay an early cancelation fee of $1,107.81. The lady had already sent me a copy of my contract which by the dates was obvious that my contract period was over. So I told her to look at the contract she had just sent me. I am no longer under contract and she acknowledged that my equipment was paid off as well. So then she said they were going to work on this and gave me a case number CA- *********. I heard nothing til October they tried to charge me a little over $5.00 which my credit card credited back and then this month they charged me $77.93 which I contacted the credit card and they are refunding me that as well.I wanted to let you know that something is wrong here with them if they will not cancel. It is a scam.Business Response
Date: 11/25/2025
11/25/2025
Better Business Bureau of Utah 3703 W 6200 S
**************, **** 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Ms. ****** and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivints representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, ********************** Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 11/26/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. As long as they go ahead and cancel my service as promised.
Sincerely,
**** ******Initial Complaint
Date:11/23/2025
Type: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.
Tried Numerous times to cancel monitoring service between The cancel oct 14 and Nov 14th they refuse to let me give my 30 day notice when i wanted to give it to cancel my derive in conjunction with my home selling they wanted me to move service which i decided against. I owe no money on equipment and they said if i give the notice that my service would be effective immedicity vice 30 days then when i called on the day i wanted officially turned off they said i still had to pay a final months worth of service even though i don’t have access to the program.Business Response
Date: 11/25/2025
November 25 2025
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by ****** ******** and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 11/26/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24184396, and find that this resolution is satisfactory to me.
Sincerely,
****** ********Initial Complaint
Date:11/23/2025
Type: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.
- my service with this provider has been cancelled/suspended since 09/2025
- I have since received emails twice weekly from this provider with an amount due thay continues to increase
- I no longer have access to this service or use this equipment
- I have repeatedly unsubscribed from all email communications from this provider, yet I continually receive them, in which said emails demand an amount that increases monthlyBusiness Response
Date: 11/25/2025
11/25/2025
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Ms. ***** and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 12/02/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24183969, and find that this resolution is satisfactory to me.
Sincerely,
******* *****Initial Complaint
Date:11/21/2025
Type: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.
In January of 2025, I called and spoke with William to cancel my Vivint service, and after hanging up, I was under the impression this was completed. After reviewing my credit card statement in November 2025, I rarely check the statement, I noticed I have been billed $50.16 every month and that my account is still open. I contacted Vivint customer service today, 11/21/2025, and found no resolution. The first representative told me he couldn't move forward unless I told him why I wanted to cancel, the second was a "supervisor" named ****. She told me that she would cancel my service, but could not guarantee I would not be charged for another month. ****, at times, was chuckling, and laughing, so I escalated to what I thought was ****'s supervisor, *********. It turns out ********* was a lateral supervisor. I told ********* that I wanted their supervisor, and speaking to her was going to be a waste of my time. ********* then transferred me to ****, and I was either hung up on or the transfer was disconnected after over an hour on the phone with Vivint. I have not received a call back from ****, and I assume I will not.Business Response
Date: 11/24/2025
11/24/2025
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Mr. ********* and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:11/21/2025
Type: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 was a customer of Vivint for well over 5 years, probably closer to 7. I called September 20, 2025 to inquire about service at our new address we were moving to and was advised that the company did indeed service the area, and I could transfer the service to that address. I was connected with someone in sales to order 2 new cameras as 2 of ours had failed and to set up an install date for connection at our new address. Nobody ever showed for this appointment, and I ended up on phone call after phone call getting bounced around for over 2 weeks and was told that “someone will call me within 24-48 hours” from each representative that I talked to. Now we are going on 2 months, and this issue has NOT been resolved! I just want my $243.26 refunded to me for October and November 2025. I was charged for an equipment removal based on the premise that service would be transferred to my new address. This NEVER happened! Turns out Vivint does NOT service our new home, this was advised to me by the 10th representative that I spoke with. This is the worst customer service I have ever received. & after explaining this to now 14 different reps I have talked to, everyone just keeps transferring my call and nobody is taking charge and actually resolving the issue, what a disgrace.
I want my money back and this account is to be closed.Business Response
Date: 11/24/2025
11/24/2025
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Ms. **** and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:11/21/2025
Type: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.
Two door to door salesmen came to home and provided information on a Vivint home system that was already installed in the apartment that I just moved into. After speaking with them I was interested in the service based off the 50.00 to 55.00 monthly bill they stated I would receive. After the first month I was billed nearly 70.00 for the service which was out of my budget. I called the customer service line to cancel my service and the representative tried to upsale me to the point to where it became harassing. For 20 minutes he tried to upsale me instead of doing what I stated at the beginning of the call. After letting him know that my experience with him was terrible and that I would be filing a complaint he then told me that the only way to cancel my service was to pay the bill in full. I was very frustrated at that point because there was no need to try to upsale me for 20 minutes when he could've provided that information from the beginning. The way this company handles business is completely unacceptable and I would like to pay the price that was quoted initially back in September.Business Response
Date: 11/22/2025
11/22/25
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 24176913
Complainant: ****** *******
Vivint Account #: A-********
Date of Agreement: 9/13/2025
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 apply a credit in the amount of $15.00 for the next 12-months and cover the balance in the amount of $79.12. Ms. ******* may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 11/24/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24176913, and find that this resolution is satisfactory to me.
Sincerely,
****** *******Initial Complaint
Date:11/21/2025
Type: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 giving me a hard time trying to cancel my account. I was promised a 30 day trial of vivint with free cancelation. I tried to cancel within my window and they wouldn't respond and basically waited for my trial period to end. Now they are saying I can't cancel because I am not within my trial period anymore. I want to cancel my account and my fortiva loan with vivint without having to pay the early termination fees. They need to honor my 30 day free cancelation period.Business Response
Date: 11/21/2025
November 21, 2025
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Mr. **** and appreciates the opportunity to respond.
We have contacted them and are working with them towards a resolution. We have a call scheduled for next week.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive Resolutions
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