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
- 8,493 total complaints in the last 3 years.
- 3,031 complaints closed in the last 12 months.
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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:10/14/2025
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.
A sales rep came to my home to discuss switching from my previous provider. He told me the installer was down the road and would arrive in a few hours. I explained I had to leave soon but my wife would be home. When the installer arrived, we discussed what equipment would be installed and what still needed to be ordered. I told him I was told everything would be done that day, but he said he didn’t have everything. I specifically asked about the 3-day right to cancel, and he said it wouldn’t start until the installation was complete.
The installer did part of the job, left the main control box sitting on my bar (not mounted), and said he would show my wife how to use the system and app but never did. Later, he texted me saying everything was done and asked for confirmation by text, even though the job wasn’t complete.
They scheduled to return two weeks later on a Saturday to finish the install between 10–12. No one showed up. I called and was told the installer was “on the way.” After waiting over four hours, I called again and was told the installer cancelled the appointment and falsely reported that I had cancelled.
Due to the poor service and miscommunication, I requested to cancel everything. I was then told my 3-day cancellation window started from the first visit, even though the installation was incomplete. I explained that I didn’t have all the equipment or working service, but they said if I canceled, I would owe $3,000.
This is misleading and unfair. The sales rep and installer misrepresented the installation timeline and the cancellation policy. I do not have a completed system, and I should not be charged any cancellation fees.
I am requesting the company cancel my service without penalty and either pick up the equipment or provide instructions to return it.
I am being told by their loyalty dept. that I need to contact the sales rep from text he sent me to ask for a 30 day right to cancel instead and don't know why the company isn't doing this.
Business Response
Date: 10/16/2025
10/16/25
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: 10/16/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24015718, and find that this resolution is satisfactory to me.
Sincerely,
***** ********Initial Complaint
Date:10/13/2025
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 have been customers of Vivint for 6 years. I agreed to an equipment upgrade of a $99 doorbell with free installation in a recorded conversation with Vivint. The installer came out and could not get the doorbell installed. He left with the doorbell. Vivint is trying to charge for doorbell and an installation fee. I was able to recoup the money through a dispute filed with our credit card company. I called to cancel our account. They have agreed on the phone (I have the recorded conversation) that we don't actually owe the money but will not cancel our account until we pay the money they agree that we don't owe. I have been on the phone with them multiple times to try to rectify this situation. I would like the balance on our account to be $0 and I would like to cancel our account effective immediately.Business Response
Date: 10/15/2025
October 15, 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: 10/16/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24009619. A Vivint representative called and acted like she was doing us a favor by deleting the balance due on our account in a "gesture of goodwill". She also said we weren't getting a refund. However, we have already been refunded for the doorbell and installation (partly due to our credit card dispute) so it made no sense to say we weren't getting a refund. This conversation with Vivint was further evidence of the confusion and incompetence of their staff. I stand by the accusation that Vivint committed fraud. Their weird and unethical business practices aside, this resolution is satisfactory to us.
Sincerely,
******* *** ***** *****Initial Complaint
Date:10/13/2025
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.
9/18/25 Thursday called ADT to make a yearly payment--been with them 28 years--instead was referred by a Case manager that answeredr the phone to another # and told me that I was due a Basic upgrade. Called the number and was told they would be out on Saturday. The technicians came in I was thinking that ADT was now Vivint. The technician knew I was confused and called his office and talked to a lady in the office. And she kept assuring me that they were Vivint and that my price monthly price would be lower and she was going to give me a $200.00 gift card and that in a year when I needed to pay off the equipment I could pay it off in full. Then they started putting in the system. When they left I was told I had days to cancel. I called ADT on Monday and the lady said she was doing a letter of Deception for me. And to call and stop the Account. I talked to the Financial company and they stopped it and I talked to my bank and they stopped it however the technician when completed just kept scrolling through a I-pad saying sign here and I would get my copies later email. That afternoon I tried calling to cancel and could never reach anyone. I tried reaching Vivint repeatedly. Each person I did talk to assured me there manager would get back with me but the manager had to give the approval to extend the canncelletion time since I didn't call by midnight of the 3rd day. Then when I reached the man did not stop the service and now since I could never reach them until the morning after the 3rd day i am too late to cancel. They will not come get their equipment that ADT has now uninstalled, and they say I am in a contract with them and I cannot get out. They want $800.00 from me and say that there is nothing that can be done. I assured them they decived me and now they are bullying me into staying with their company and I refuse to do that.Business Response
Date: 10/14/2025
10/14/2025
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: 10/15/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24009588, and find that this resolution is satisfactory to me.
Sincerely,
***** *****Initial Complaint
Date:10/12/2025
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 canceled my services with The Vivint company in July 2025. The company has continued to deduct auto payments from my bank account for the months of July, September and October2025.I contacted Vivit and the issue has not been resolved.Business Response
Date: 10/13/2025
10/13/25
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:10/11/2025
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 have had nothing but trouble with Vivint in all the years we've used their security. Our cameras are down more than they're working, & in November 2024, none were working, including our doorbell. We have spent HOURS on the phone with them, & they continue to make promises but have yet to carry through! We gave them out new credit card number but they failed to use it & then send us overdue bills. There is absolutely no customer service. They definitely can't be trusted to do anything they promise.Business Response
Date: 10/16/2025
October 16, 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: 10/19/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24003792, and find that this resolution is satisfactory to me.
Sincerely,
***** **********Initial Complaint
Date:10/11/2025
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 called Vivint in July of 2025 to turn my burglar alarm service off. I was told they would have to send me a form. The form never came in the mail. I called Vivint again in August of 2025. Explained I called in July wanting to turn the service off, the representation advised they had to send a form. The second form never came. I called back a third time in September to let them know I never received a form. I spoke with a representative named William and he advised I needed to email a letter stating my name, address, account number, and my request to have the service turned off. I told him I don’t have a computer, a way to fax, nor an email address. William said that my son could fax it for me. My son fax the completed letter to 801–377-4116. My son said that the fax went through. I also sent a letter by mail to Vivint with the same information as well as my signature. In September I went to my bank and disputed the transaction for September. The bank made it where Vivint can’t take drafts from my account any longer. I received a call from Vivint in October saying I am behind 2 months worth of payments. I explained to the representation everything that had been going on since July. The representative said I had to mail in a signed letter. I told them I had as well as my son faxing it. I want Vivint to cut off my service and close my account retroactive to August 2025. I have included my sons email address to aid in correspondence. My sons name is ***** *****.Business Response
Date: 10/13/2025
10/13/25
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,Customer Answer
Date: 10/14/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24003760, and find that this resolution is satisfactory to me.
Sincerely,
***** ********Initial Complaint
Date:10/10/2025
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 purchased the home security 5 yrs ago. I had so many issues in the first 2 years it was absurd. I was constantly on the phone with several ppl on a monthly basis. Whether it was for the cameras constantly going offline, the placement of where the put the panel, not recording or being able to review recordings. I was constantly have to delete and reinstall the app on my phone, only for them to tell me that I received an older model panel and had to pay extra money to get the updated version even though that updated version was put oit not even a a year after I signed up for their service and this is more than likely the reason why I kept having issues. Because I was in a contract and would get extremely frustrated when speaking with numerous representatives, whose job seemed only to make you not want to call them back due to the constant transfer from one rep to another, the lack of knowledge, and oh lets not forgot all this hassle was due to them giving you a panel and equipment that were outdated and them already knowing about all these issues. But then them turning around to tell you that on top of all the cost of the service and the outdated equipment they just sold you not even a year ago. That it is now gonna cost you even more money for you to receive the updated version even though they know it has alot of issues. I stopped calling due to the frustration and I recently had to call about my door locks so they only have a 2 yr warranty and of course they are not willing to replace them without charging you for the updated version. I have been with Vivnt for 5 yrs but it has been a horrible experience. My sister has had ADT for 5 yrs, they updated their panel free of charge and she had it for 2 yrs at the time. I've asked to speak with countless supervisors/ managers but never get anywhere. I dont think its unreasonable to get properly working equipment that you pay so much money for. I just want the updated versions I should have received in the 1st place.Business Response
Date: 10/11/2025
10/11/25
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 ResolutionsInitial Complaint
Date:10/10/2025
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 refusing customer service onequipment installed and sold to home builder. System completely offline.Business Response
Date: 10/14/2025
10/14/25
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 made three attempts to contact them via phone and email; however, we have not received a response.
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 ResolutionsInitial Complaint
Date:10/10/2025
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 purchased a Vivint home security system and was told that when I moved I could take the equipment with me. When I was planning on moving they said there was no point in moving the equipment because it was obsolete. I moved over a year ago and have continued to pay off the equipment that I didn’t even have and now am being hounded to pay for the service. I notified them that I was moving long before I moved and called to cancel the service and they now say that it was never canceled. i refuse to pay this balance and they will not cancel the service until I pay the balance in full. I don’t know what to do from here and am being harassed every day by this company.Business Response
Date: 10/13/2025
10/13/2025
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:10/10/2025
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 contract for equipment was over years ago. Ive called several times to cancel and keep getting transferred to several different reps to be told the same thing, that they have offers to keep me. They want to charge a cancelation fee and another month of charges. I just want to cancel and no longer work with vivint. I shouldn't have to pay since I keep getting the runaround every time I call canceling. I already paid more than enough 8+ yrs.Business Response
Date: 10/10/2025
10/10/2025
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: 10/14/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23998998, and find that this resolution is satisfactory to me.
Sincerely,
***** *******
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