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
- 8,392 total complaints in the last 3 years.
- 2,970 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:09/23/2025
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.
I have maintained a Vivint security system for over four years. In the past month, several components started malfunctioning, including:
• Sensors repeatedly reporting “low battery” even after battery checks/replacements.
• Sensors intermittently failing to detect open/close states on doors and windows.
About a month ago I contacted Vivint for a technician visit. After an extended chat back-and-forth, I was told I needed to pay a $99 technician fee—even though the equipment problems appear to be device failures. After further calls, I reached a representative who recommended I purchase a protection plan that would waive the $99 tech fee and cover needed onsite service. I accepted that recommendation and enrolled.
Today, when I attempted to schedule the technician visit via chat, the offshore support team told me they cannot schedule a visit despite my protection plan. They stated they could mail parts and I would need to self-install. I am disabled and cannot safely perform those installations. Being upsold a protection plan on the promise that it would waive the tech fee and then being denied a technician contradicts what I was told and leaves me without a functioning security system. It also fails to reasonably accommodate my disability by requiring DIY installation.
This has been frustrating and disappointing, especially after planning and paying for a plan that was represented as including technician visits.
Business Response
Date: 09/25/2025
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 offer clarity on the account and apply a credit in the amount of $150.00 to Mr. ******'s account. Mr. ****** 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: 3401 Ashton Blvd, Lehi, UT 84043, or fax number: (**** ********, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 09/26/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23925552, and find that this resolution is satisfactory to me.
Sincerely,
****** ******Initial Complaint
Date:09/23/2025
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.
I had a Vivint Security monitoring account. I paid off all the equipment installed in my former home. I was a majority of the way through my contract period. I got divorced, and sold my interest in the home to my ex-husband's father. He took over the account. He locked me out of any online access. He currently uses monitoring services and the paid off equipment. However, Vivint insists that the account was not transferred, cannot be transferred, cannot be transferred until past due amounts are paid, or must be removed from the property depending on the representative I speak to. I currently get at least FOUR calls per day and have to explain the same issue over and over again. I have been told I owe over $150. I have not used the service nor lived in the property monitored since March of 2025.Business Response
Date: 09/25/2025
Vivint Account #: S-*******
Case #: CA-*********
To Whom It May Concern,
I have reviewed the information provided by Mr. ******* and appreciate the opportunity to respond.
A Vivint representative has contacted Mr. *******, and a resolution has been agreed upon. Vivint has approved the cancellation of his account and waived the early termination fee of $226.11.
Mr. ******* may contact his Vivint representative directly with any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043, or fax number: ***** ********, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 09/26/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23924075, and find that this resolution currently addresses my concerns. I was told there may be charges for my account, but my representative was informed that any charges for the last year would have been for monitoring for the new owners.
Sincerely,
***** *******Initial Complaint
Date:09/23/2025
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.
On June 14, 2025, we had a sales person from Vivint come to our door and talk about their home security product. We already had ADT for our monitoring service, but Vivint said that they could use ADT’s sensors for doors and windows with their product. Fast forward 3 months and I start to realize that when we open doors or leave windows open when our system is armed, the system is not going off. I reached out to Vivint on 9/20 via chat and learned that our sensors could be malfunctioning, but since we had ADT sensors they couldn’t do anything about it, but charge another $50 per sensor. I was told to reach out to the Loyalty Team. On 9/23, I called the Loyalty Team and was told the same information as before. I let them know I didn’t want to buy new sensors because mine were only 2 years old and they shouldn’t be malfunctioning. They offered a deal: 20% off 13 sensors (which is how many we needed). Then it was 5 sensors free and I pay for the other 8. I wanted my money back because they weren’t holding up their end of the contract. I accepted the five free sensors, but I still need 8 more.
The entire thing was a scam. The salesperson came to our door and gave his spiel. Then he told us that it had to be installed that day. We had plans for our Saturday, but he insisted his tech guy could be here in 30 min. It was an hour later. The tech installed our equipment, but did not check to make sure everything was working and we were in a rush. Vivint is a total scam from their salespeople to their supervisors on the Loyalty Team. I am very disappointed in how they are handling the situation.Business Response
Date: 09/29/2025
Vivint Account #: ********
Case #: *********
???????
To Whom It May Concern:?
I have reviewed the information provided by Ms. ********** and appreciate the opportunity to respond. ?
In the complaint, Ms. ********** has requested the replacement of her ADT sensors due to being told they were compatible with Vivint's system. ?
Vivint’s records show that Ms. ********** does have ADT sensors in her system.
A Vivint representative has attempted to reach Ms. ********** to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to offer Ms. ********** 8 door/window sensors to replace her ADT ones. Ms. ********** would need to purchase the other 5 she is requesting. We understand the frustration Ms. ********** has expressed as her sensors are two years old, but they are not covered under our warranties as they are not Vivint products. In recognition of the frustration and in our effort to assist, we are offering her 8 sensors for free, usually amounting to $400.
If Ms. ********** does not want this option, we can also send a technician at no cost to her to attempt to connect her existing sensors again in person. These options are pending account verification and acceptance by Ms. **********.?
To resolve this matter, Ms. ********** may contact Vivint’s representative to proceed with the proposed resolution. Ms. ********** may contact Vivint’s representative with any questions or concerns she may have.?
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043?or fax number: (801) 765-5759, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsCustomer Answer
Date: 09/30/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23921900, and find that this resolution is satisfactory to me.
Sincerely,
******* **********Initial Complaint
Date:09/22/2025
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.
Vivint Home Security system was installed in my home at **** ******* ****** ************** ** ***** since July 16, 2025. I was sexually assaulted in my bedroom. The embarrassment and humiliation was too much to bear. I request Vivint cancel my account without asking me to pay for equipment that does not work to catch criminals who evaded Vivint's security system and equipment repeatedly. Vivint's agents laughed at me and told me it was all in my head even though I filed police reports. The criminals stole my personal items multiple times and stole my car keys while Vivint did not detect 1 motion in the house.
The criminals moved freely in my home. I request Vivint remove their equipment from my home. I do not need equipment that cannot catch my abusers. The abusers took keys from my underwear.
My Blurams cameras repeatedly caught motion and sounds of my walls being cut and hit with blunt force.
Vivint failed to secure my safety. The criminals were in my home since I got Vivint. The criminals also have Vivint Home Security System. Vivint failed in their contract to secure my safety and have refused to cancel the contract especially after the sexual assault. Vivint's agents brutally mocked me. They jeered me in phone calls and found my abuse comical.
One supervisor offered to help but after I refused to buy more equipment she told me she would not help me.
I request Vivint cancel this contract with no payment as they cannot prevent these criminals harassing, robbing and sexually abusing me.Business Response
Date: 09/30/2025
September 30, 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: 10/01/2025
I have reviewed the response made by the business in reference to complaint ID 23917566, and find that this resolution is ethical to me. I recorded Vivint's Executive Representative stating the contact will be terminated without penalties, Vivint's equipment will be removed from my home and I will get a refund. The Rep indirectly suggested I leave my home. This lady could Not survive 1/4 of my abuse but had the audacity to try and be rude to me.This lady needs to leave training with certifications in communication and anger management. Due to Vivint's unethical and late responses criminals may have destroyed their equipment as they damaged my home. BBB will be updated.Sincerely,
******* ********Initial Complaint
Date:09/19/2025
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 am filing a complaint against Vivint regarding my home security contract. I believe I am a victim of misrepresentation.
On June 23, 2025, a Vivint installer came to my home and set up the system. At that time, I was not informed that the system was financed or that this agreement would impact my credit. The salesperson presented it as a promotion, and I did not understand I was entering into a long-term financing contract.
After realizing the issue, I called Vivint’s loyalty/retentions team. I explained the situation in full, and they told me it would be escalated and that I would receive a call back. It has now been over two weeks since that conversation, and I have not received any follow-up despite my efforts to resolve this, including emailing the installer directly (he gave me his business card).
Meanwhile, I continue to receive collection calls, which is extremely stressful given that my account is clearly in dispute.Business Response
Date: 09/23/2025
Vivint Account #: S-********
Case #: CA-*********
??????? ?
To Whom It May Concern,
Thank you for the opportunity to respond to Mr. ******** BBB complaint. We appreciate his feedback and the chance to address his concerns.
Mr. ****** has requested a right of rescission cancellation due to alleged misrepresentation during the sales process. Upon review of our records, Mr. ****** received a secure link from Vivint, which he used to complete the pre-installation survey. Based on his responses, he met the eligibility criteria for both the Vivint security system and the Fortiva line of credit. As part of the agreement process, Mr. ****** acknowledged his right to cancel the contract within three business days.
He also confirmed that the agreement included all terms discussed with the representative and that no additional promises were made. Mr. ****** selected the premium package, which offers flexible cancellation terms once the equipment is paid off, along with lower monthly rates compared to the standard package. A recurring credit of $10 has been applied to his account and is set to expire on December 21, 2025.
To assist in reviewing Mr. ******** account for a potential right of rescission cancellation, we respectfully request that he submit any supporting documentation—such as text messages—that may demonstrate misrepresentation during the installation process.
A Vivint representative has attempted to contact Mr. ****** via phone and email to assist with this matter. In the absence of supporting documentation, Vivint is prepared to offer the following resolution options, pending Mr. ******** verification and acceptance:
1-Reduce the monthly monitoring rate from $49.46 to $25.46 for the full 60-month term of the agreement.
2-Waive the current past-due fees totaling $92.82.
If Mr. ****** chooses to proceed with cancellation, he may do so under one of the following options:
1-Pay off the equipment in full to avoid early termination fees, or
2-Pay the early termination fees and continue making payments on the Fortiva line of credit.
To move forward, Mr. ****** may contact Vivint’s representative directly with any questions or to proceed with the proposed resolution.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043?, or fax number: (801) 765-5759, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsInitial Complaint
Date:09/19/2025
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 called on Sept. 17, 2025 to get a quote on new service for a property that I have. The agent was rude, curt, aggressive, and combative. He refused to give me a quote, stating that I already had service at my primary home and that should know what it cost. The conversation became heated and a lot of back and forth went on. He then demanded I give him my social security number so he could do a back ground check. I was not ready for that yet. How could I be ready, and I didn't know if this price would fit my budget. He then asked me what my budget was. I told him that was not his business. That was between myself and my husband. He became agitagted. I then asked to speak to a supervisor, and was told that he was the highest Icould talk to and what did I want. I demanded forcefully to speak to a supervisor. Then he put me on hold for 27 minutes. I had to hang up. I called back about 10 minutes later. I now believe he has my number blocked. I have called from my home phone and cell. Today is the 19th. I have only gotten these weird messages without the phone ringing, when I call. I have 7 different numbers for Vivint and none is working for me to call. I have been waiting on a supervisor to call me every since. Chances are, they can't call me either. I was only trying to give them more business, because I have had my system almost 9 years. But now, I am prepared to move on. I have had issues with Vivint since day one, truth be told. But, this does it. I reached out to social media to see if anyone else had trouble calling in. Thinking their phone system was down. Nope, nobody but me, calls are not be accepted, and.....I pay a monthly fee for the service. Emergencies, issues, I can't callBusiness Response
Date: 09/24/2025
Vivint Account #: S-*******
Case #: CA-*********
??????? ?
To Whom It May Concern,
I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond.
In her complaint, Ms. ******* expressed serious concerns regarding the conduct of a Vivint representative during a call made on September 17, 2025. She described the interaction as rude, aggressive, and unprofessional, and requested to speak with a supervisor. Unfortunately, her request was not appropriately handled, and she experienced extended hold times and difficulty reconnecting with Vivint afterward.
Vivint’s records show that Ms. ******* has been a loyal customer since 2019 and was inquiring about the possibility of installing a new security system at a separate property. We deeply regret that her attempt to expand her services was met with such a negative experience.
A Vivint representative has attempted to reach Ms. ******* via phone and email to assist with this matter. Vivint is committed to addressing her concerns, including the conduct of the representative, and would like to work toward a resolution—pending account verification and acceptance by Ms. *******.
To move forward, Ms. ******* may contact Vivint’s representative to proceed with the resolution process. She is welcome to reach out with any questions or concerns, and we remain available to support her through this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043?, or fax number: (**** ********, Attention Department - Executive Resolutions?
Sincerely,Customer Answer
Date: 09/25/2025
Complaint: 23908497
I am rejecting this response because: I am being told to call. The entire complaint is because i CANNOT call in. Maybe that part of the complaint was missed. However, I willtry to call one of the 7 numbers that I have, that has not allowed me to call in. I still that rude agent ut my number on a do not call system. Has he been asked about his behavior?
Sincerely,
****** *******Initial Complaint
Date:09/19/2025
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.
Every employee I talked to for days didn’t cancel my service and I was transferred around to too many people. I was talking for hours to these people. Finally the last person I talked to did what I ad asked for a week prior. It still took her some time also because she kept trying to keep me as a customer even though I told her to quit making our conversation so long. I should not have had to do this many times. I even told them I will owe 50% of my balanced contract and for a week I had to make time for this cancellation to happen. Therefore there customer service departments suck at what they do.Business Response
Date: 09/25/2025
Vivint Account #: ********
Case #: CA-*********
??????? ?
To Whom It May Concern:?
I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond. ?
In the complaint, Ms. ******* has requested No further contact by the business due to stating she spent days speaking with multiple employees who failed to cancel her service, resulting in hours of frustrating conversations and repeated transfers. Despite clearly stating her intent to cancel and acknowledging the 50% contract balance, it wasn’t until the final representative—after continued resistance and attempts to retain her as a customer—that the cancellation was processed. The experience was unnecessarily prolonged and reflects poorly on the effectiveness of the customer service department.
Vivint’s records show Ms. ******* is in term until December 4, 2025, per her Purchase and Service Agreement.
Vivint has received Ms. *******'s Official Notice of Cancellation on August 27, 2025.
A Vivint representative has attempted to reach Ms. ******* to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to honor Ms. *******'s cancellation request and waive her buyout as a gesture of goodwill, pending account verification and acceptance by Ms. *******.?
To resolve this matter, Ms. ******* may contact Vivint’s representative to proceed with the proposed resolution. Ms. ******* 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: 3401 Ashton Blvd, Lehi, UT 84043?or fax number: (801) 765-5759, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsCustomer Answer
Date: 09/25/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23907918, and find that this resolution is satisfactory to me.
Sincerely,
****** *******Initial Complaint
Date:09/19/2025
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 am filing this complaint against Vivint Smart Home regarding their refusal to cancel my service agreement despite full satisfaction of all financial obligations.
Service Account Number: *******
Loan through Citizens Bank: Paid in full and verified by Vivint.
Final payment to Vivint: Made on September 2, 2025.
Notice of Cancellation: Submitted in certified letter as directed by policy
Vivint has failed to process my cancellation and attempts to enforce a contract that is no longer valid. Their actions represent unethical business practices and disregard for consumer rights.
I request that the BBB record this complaint, hold Vivint accountable, and assist in compelling them to immediately close my account and confirm a zero balance.
Sincerely,
***** ******Business Response
Date: 09/23/2025
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 expedite the cancellation. Mr. ****** 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: 3401 Ashton Blvd, Lehi, UT 84043, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:09/19/2025
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 salesman solicited.offerd my off contract w/ADT if I signd w/them. They'd give me a VISA card2pay w/ADT 2get my business.flat out lie
hishe worked at Vivint and that he worked directly@Vivint pointN2shirt sayn vivint I thought No Way2b true. why would he come 5times2 cheat me, manipulate,deceive,lie.day he.wasnt wantn 2 take$ ment2provide4my family evil,only.wanted2rip.me off.he knows vivint has.2many complaints & he'd probably.quit by time any1 got 2 my complaint2address him & his deceitful, conniving, gaslighting. Not caring the conseqes.costumer deceivedm lost trust4both companies.feel totally let down, betrayed.please refund cancel outstanding contract.credit card open4 $6,000scammed.me.bad no adt buyout lies all lies him.& Eric installer damaged my house, installed crooked door locks,sensors startn faulty holes.in wall.unprofesinal,alerts.installer left boxes n kitchen. I hd 2 hunt down adt equipment hw just cut out as.if trash. Not carin i gotta return that.stuff 2 adt.fortiva acct.card paid off 1st inquiry cost me.35 credit points .then it showed paid in full i.only.gaind 25pnts fortiva said they'd keep it open per my.request. delete acct& inquiry off my report a must now. vivint customer service agreed.a different installer would reinstall my adt make sure it all works properly but I haven't had energy to.call. i.don't like.stress & since i moved n2 my house it's.bn non stop sales trickery. They need to be held.accountable. I'm in this mess cuz sales.guy even faked.a call.like he was talkn2real custom,adt buyout.sad.vivint needs2 stand by their words2 fix.my house &.pay off my adt contract as promised. pay me cash to.fix.the.damage they caused.tommy house and.possainly my.adt equipment. adt cuz adt canceled my service when vivint was supoose2pay ioff contraxtw/adt ff.DEFAMATNi expresstruth.unfairness. vivint is held.accountable4doing me dirty & compensation is.well owed to.me my fam we deserve a home plz.fix.this.respect plz..stand by ur word, VIVINTBusiness Response
Date: 09/23/2025
Vivint Account #: S-********
Case #: CA-*********
??????? ?
To Whom It May Concern,
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
In her complaint, Ms. ****** requested cancellation of her contract, closure of the Fortiva account, removal of the credit inquiry, compensation for damages, and accountability for misleading sales practices. These concerns stem from a misrepresented offer in which she was led to believe Vivint would pay off her existing ADT contract via a VISA gift card.
Vivint’s records show that Ms. ****** signed up for Vivint security service and the Fortiva line of credit for equipment financing on August 1, 2025. Her package included a Maximum Gift Card of $1,000 to be delivered within 60 days of submitting the ADT buyout form and valid documentation. She completed the pre-installation survey via a secure link, acknowledging both the 60-month Vivint monitoring agreement and the Fortiva line of credit.
The account was approved for right of rescission cancellation on August 12, 2025, and has since been officially cancelled. A refund of $4,200.55 was issued to Fortiva on the same date, although it may take up to 30 days for Fortiva to fully close the line of credit.
A Vivint representative has attempted to contact Ms. ****** via phone and email to assist with this matter. Vivint is prepared to schedule an equipment removal appointment at Ms. ******’s convenience. To properly assess and address her concerns, Vivint has requested that she provide photos and estimates of the reported home damage.
While Vivint cannot remove credit inquiries from consumer reports, it takes allegations of misleading sales practices very seriously. Ms. ****** is encouraged to submit any supporting documentation, such as text messages or written communications, to assist in the review and help inform future sales training and accountability efforts.
To resolve this matter, Ms. ****** may contact Vivint’s representative to proceed with the proposed resolution. Ms. ****** 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: 3401 Ashton Blvd, Lehi, UT 84043?, or fax number: (801) 765-5759, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsInitial Complaint
Date:09/19/2025
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.
Since January 2025 tech visits by ****, ******, *******, *********, *******,
The recurring issues include
- Five Spotlight Pro cameras rebuffering every 2–4 minutes.
- The alarm system going off in the evening hours, followed by the screen becoming unresponsive and going black. - The alarm disarming and arming without any prompts from the app, schedule, or hub.- Zigbee lights and Spotlight Pro cameras turning on and off without any command from the hub or app. On September 1, 2025, technician ******* (with a trainee) replaced my hub. During this process, he used a flash drive to transfer my information. When the hub was reinstalled, I was alarmed to see three unfamiliar names—********* ****** *** ****—each with different PIN numbers, appear on my hub screen. This raised serious concerns about data privacy and security. ******* advised me to change my PIN and assured me this was not a problem, but I find this unacceptable.Despite this replacement and reboot of all cameras and Zigbee lights, the same issues persisted within two days. Additionally, the hub log since January 2025 reflects repeated and unresolved errors, including:
- “Program terminated” w/out touching the hub or app
- “Stopped reporting low battery”
- “Alert triggered: AC lost”
- “Internet unavailable” (despite all other household devices being online)
- “Network offline 3–4 seconds”
- “eRA light switches offline”
- “Alert restored”
- “Panel tamper”
- “Low battery”
- “AC loss”
Over this period, Vivint has attempted five field flash drive updates, a new SIM card, and a new hub, yet the problems remain.
I have contacted Vivint numerous times, including on September 14, 2025, when I spoke with a supervisor named Susan, and again on September 16, 2025, when I spoke with another supervisor named *****. Both times, I was told to continue troubleshooting or to “give the system time,” but no permanent resolution has been provided. I now have yet another technician scheduled to visit on October 24, 2025.Business Response
Date: 09/23/2025
Vivint Account #: S-*******
Case #: CA-*********
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To Whom It May Concern,
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
In her complaint, Ms. ****** has requested a permanent resolution due to persistent system malfunctions. Vivint’s records confirm that a system diagnosis and repair appointment is scheduled for October 24, 2025, to resolve system issues.
A Vivint representative has attempted to contact Ms. ****** via phone and email to assist with this matter. After reviewing the account, Vivint is prepared to offer the following resolution, pending account verification and acceptance:
1-A free new panel
2-A free new Spotlight Pro
3-A goodwill credit of $135.66 to be applied until the system is fully operational
Ms. ****** may contact Vivint’s representative directly with any questions or to proceed with the proposed resolution.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043?, or fax number: (801) 765-5759, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive Resolutions
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