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
- 8,562 total complaints in the last 3 years.
- 3,056 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:11/06/2025
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 Vivint Security System died October 3, 2024 and Vivint service representative said it could not be fixed due to age of equipment. I could not afford the cost of your replacement system and requested you close my account. That did not happen and Vivint continued to debit my checking account every month for no service provided. I sent a Certified Letter May 1, 2025 revocationing authorization of the account debiting. Vivint ignored the letter and continuing debiting my account. I went to bank and signed paperwork blocking the debiting from my account which worked but then Vivint started mailing me invoices in the mail. I am 88 years old and have hearing problem on the telephone and could not understand the lady at Vivint on the telephone when my sister and I called. All she continued to do was try to sell me another security system even though my sister has already helped me buy one from another company at a price I could afford.
I want Vivint to CLOSE MY ACCOUNT AND REMOVE THE CHARGES as of 10/05/25 statement of $253.47 PLUS the 11/05/25 statement, which I have not received, of additional $64.57. Vivint has already taken over $500.00 for monitoring services for NO EQUIPMENT TO MONITOR!! My sister, Patricia, is trying to help me resolve this issue but they won't listen to her on the phone since she is not me, but I can't hear or understand well what people are saying so I am caught in a nightmare trying to close things out with Vivint.
Business Response
Date: 11/10/2025
10/11/2025
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: 11/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24114575, and find that this resolution is satisfactory to me.
Sincerely,
********* ****Initial Complaint
Date:11/05/2025
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 signed up for Vivint 5 years ago and have had nothing but problems since. The service has been terrible and we paid off our equipment already so we decided to go ahead and cancel but now they are trying to charge $257 to cancel even though when we bought it they assured us that once our equipment was paid off we could cancel the monitoring. We want this cancelled out and will not be paying any kind of fee. If this isn’t took care of we will be contacting the Attorney General and the newsBusiness Response
Date: 11/06/2025
11/06/2025
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:11/04/2025
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.
Bought FULL HOME PROTECTION system 4 years ago.
Being told now that ALL 4 of my cameras are too old to service and I'll be forced to finance OVER 1K to replace them all and do financing ALL OVER AGAIN in order to have a WORKING security system THAT I ALREADY PAID FOR and PAY $53 A MONTH on top of that for services that DON'T WORK.
Cameras online, then offline, then won't rewind then no tech because he got fired, then a tech who is overwhelmed and can't come out for a MONTH. ALWAYS EXCUSES...NOT SECURITY.
So what I buy four more cameras and finance another thousand dollars, just to be told four years later that I have to do it all over again??
NO THANKS!! RUN FROM VIVINT!!Business Response
Date: 11/05/2025
November 5, 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 we are actively working with the customer 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: 11/06/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24105302, and find that this resolution is satisfactory to me. Hopefully the company will rectify this situation as promised.
Sincerely,
********* *******Initial Complaint
Date:11/03/2025
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 received a bill for $611.00 related to a Pro Outdoor Camera. After conducting some research, I contacted Vivint and spoke with a representative who removed $432.99 from the account. However, I had to call a second time because I was still being charged $106.00 for an installation allegedly performed on October 24, 2025. I did not have an outdoor camera installed on that date.
The representative submitted a request to have the $106.00 removed from my account. Despite this, on November 3, 2025, I received a notification about a payment of $177.00—still insisting that a camera had been installed.
I then spoke with someone via Vivint Chat who continued to assert that the installation occurred. I explained that I do not owe $177.00 and was instructed to contact the Loyalty Department, marking the third time I’ve had to escalate the same issue.
I spoke with a representative named ******, who repeated the same information from the account notes without researching the matter further. He placed me on hold for over 10 minutes, only to inform me that the issue was outside his scope to resolve. I asked why this wasn’t communicated earlier in the call.
Additionally, I made a $72.00 payment toward my October bill, but it is not reflected on my account.
I am requesting a full review of this billing discrepancy, correction of any inaccurate charges, and confirmation that my October payment has been properly applied. I would appreciate a resolution without further escalation, as this issue has already consumed significant time and effort.Business Response
Date: 11/04/2025
11/04/25
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 24101213
Complainant: ****** *********
Vivint Account #: A-********
Date of Agreement: 12/28/2018
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 $106.70 to Ms. *********'s Vivint account. 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: 11/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24101213, and find that this resolution is satisfactory to me.
Sincerely,
****** *********Initial Complaint
Date:11/01/2025
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.
Salesperson refused to leave premises after 3 requests to do so.
Only upn the 4th request did he leave.
Super aggressive sales tactics, I almost called local police regarding his behavior.
Date 11/1/25. Approx 120pm.
Needs retraining by corporate on how to respectfully solicit, especially in a posted no soliticing neighborhood.
Though Vivint obviously doesn't respect that posted notice.
When leaving, he said "I'm great at my job"
Disgraceful behavior for Vivint & their representatives.Business Response
Date: 11/07/2025
November 7, 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 made an attempt to contact them via phone and email; however, we have not received a response. Vivint's representative is ready to assist Mr. **** when contact is made.
To further address this matter, they may contact Vivint’s representative with any questions or concerns.
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: 11/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24093940, and find that this resolution is satisfactory to me.I appreciate that Vivint corporate reached out to me, & hopefully refreshed the salesperson in question on proper & respectful canvassing.
Sincerely,
***** ****Initial Complaint
Date:10/31/2025
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 canceled my Vivint account back in July before I sold my house. I then received two bills electronically and was told the bills were just part of a glitch and that I did not owe money. The people who bought my house (while I am deployed in Africa) asked if they could activate the equipment under their name. I called Vivint about this and they said they could have them do an account take over of my canceled account. I verified that if they did not reach the new homeowners I would not be charged for anything and was told no, because I had already paid the early termination fees and paid off the equipment. I have now received a bill via mail (forwarded to my house in Florida and my wife had to send my via photo since I'm still in Africa) for their services for Sept-Oct almost 2-3 months after my cancellation. I called about it and they told me that my account was reactivated by them when they failed to contact the new homeowners for the month of Sept and that the new homeowners would be taking over my account in November. Basically they are trying to charge me for reactivating my account without my permission and after I verified my account would stay canceled and I would owe nothing.Business Response
Date: 11/04/2025
November 4, 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 ResolutionsCustomer Answer
Date: 11/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24090070, and find that this resolution is satisfactory to me.
Sincerely,
***** *****Initial Complaint
Date:10/30/2025
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 May 2025 I sold the house that Vivint had a 5 year contract on for security monitoring. The 5 year contract is complete in Jan. 2026. When I sold the house all the equipment was purchased and paid in full prior to selling the house. I sold the house with all monitoring equipment as part of the house purchase. Vivint has a policy stating if the new owners transfer the service in their name, they are then responsible for the remainder of that contract. The new owners called vivint and set service up. They started paying in May and i finished paying in June to make sure there was no interruption in service. I moved into a gated community and no longer need service from Vivint. I am now receiving calls and letters saying I owe for monitoring services from July 2025 to Jan. 2026 because Vivint set up the new owners up as "New customers" instead of "transfer Customers." In this case the new owners signed a new 5 year agreement and still able to charge me. Vivint was told by both parties that this was going to be a transfer but instead booked as new Customer due to the new 5 year commitment. This is fruedulant and should be illegal. They are double charging for the same service because they are greedy. Of course, they offered to wipe my contract out if I signed another 5 year contract for my new house, as long as I purchased more equipment.Business Response
Date: 10/30/2025
10/30/25
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 24084568
Complainant: ******* ***
Vivint Account #: A-********
Date of Agreement: 1/29/2021
To Whom It May Concern:
I have reviewed the information provided by Mr. *** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. *** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel Mr. ***'s Vivint account and cover the remaining balance on the account. Mr. *** may contact Vivint’s representative directly if HE/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 ResolutionsInitial Complaint
Date:10/29/2025
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 guess to start my biggest mistake was answering the phone when Vivint called, had I not done that this could have been avoided. The loyalty department called me to just see how everything was, and well it's not going well. We have one sensor, that after being replaced multiple times, doesn't work, which is quite concerning because it is our front door, so anyone could very well break in when I am paying for security, right?
Anyways, they offer to send a tech out here for free, they will comp the $100, my second mistake? Trusting them. Fast forward, he comes, completely useless, tells me "window sensors are dumb on hurricane impact windows and I only need perimeter sensors" Like what!!! You sell security equipment, that is not true, why tell a customer that. Fast forward, to, well you guessed it. My Bill. What's on there? $100 for the visit. Think just calling is easy? No.
I call, after 30+ mins on hold, they open a claim for the refund, and said I will have a refund in 24-48 hours, shocker, I never got it. I called a second time, to which they told me it was disapproved, but not to worry she is in the loyalty department, and she will handle it (#***********) This is where I wished my story ended, but it did not.
After waiting another week, I still did not get the $100 refund. So I called again Monday October 27th, the lady was so nice and assured me this time she "walked over personally to her supervisors desk and he was going to approve it right now" So now, I am 3 phone calls in 3+ hours of my life wasted, and you guessed it STILL NO REFUND. So I am left with no choice but to open a compliant here since I was fraudulently charged $100. Please stay away from Vivint, their sensors never work, and they have no interest in maintaining even semi decent customer service. Buyer BEWARE.Business Response
Date: 11/04/2025
November 4, 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:10/29/2025
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.
9/25/2025 incident date.
Vivint Home Security wrongfully withdrew thousands of dollars directly from my bank account instead of billing the financing company as originally agreed. They charged me for five years’ worth of services and equipment upfront, without authorization.
When I contacted Vivint, I was told they would not refund my money unless I put another card on file and refinanced through a different company. After complying, I was then told my only option was to cancel my service entirely, have the entire system removed from my home and business, and wait 7–10 business days for a refund.
To make matters worse, no one from Vivint has contacted me to schedule the removal, and I have still not received my refund. This has left me with an unusable system, potential damage to my property once it’s removed (holes in walls, missing locks), and a complete lack of accountability from Vivint’s customer service team.
I feel that Vivint acted unethically, violated the terms of the financing agreement, and has mishandled my funds. I am requesting an immediate full refund, written confirmation that the account is closed with no balance owed, and assurance that no further charges will be made to my bank account.Business Response
Date: 10/30/2025
10/30/2025
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 24082960
Complainant: ***** ******
Vivint Account #: ********
Date of Agreement: 9/22/2025
To Whom It May Concern:
I have reviewed the information provided by ***** ****** and appreciate the opportunity to respond.
In the complaint, ***** ****** states they were billed to their bank account for equipment instead of their line of credit, and would like a full refund of charges.
Vivint’s records indicate that ***** ****** signed a Purchase and Services Agreement on 9/22/2025. Vivint’s records show there was an attempt by Vivint to charge the equipment to the line of credit on 09-23-2025; this charge was voided. On 10-22-2025, the customer's Visa card was charged the full amount for equipment.
A Vivint representative has successfully contacted ***** ****** to assist with this matter via phone, and we are actively working with the customer on a resolution.
To resolve this matter, Vivint agrees to the resolution as stated above. ***** ****** 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:10/29/2025
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 attempted to cancel my service for over 30 minuets. The agent which I have recorded and can provide the link to listen to the entire call refused to cancel my service. The agent after multiple times knowing he was being recorded refused still to cancel my service. I then was told I was going to be transferred at which time the agent put me on hold and then called my wife who was next to me on her phone. My wife asked the agent why he was calling me at which time I took my wife’s phone back and began recording that call. The agent who I have on the recorded link should never have called my wife and when he was dealing with me. I want a call resolving this issue and I wish to file a complaint on the agent. I can be reached through email or via phone to provide the link.Business Response
Date: 10/30/2025
10/30/25
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 24082472
Complainant: **** ******
Vivint Account #: A-********
Date of Agreement: 1/11/2018
To Whom It May Concern:
I have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. ****** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel Mr. ******'s Vivint account. Mr. ****** may contact Vivint’s representative directly if he 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 Resolutions
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