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
- 8,554 total complaints in the last 3 years.
- 3,058 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: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:10/11/2025
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 regarding multiple issues with Vivint’s installation, billing practices, and customer service.
First, despite my clear instructions regarding the placement and handling of fire alarms, Vivint did the opposite of what I requested. Additionally, the cameras were installed with exposed wiring, which is not only unprofessional but also a potential security issue.
During the installation, Vivint sent a technician trainee and a supervisor, yet the work quality was substandard. They also charged me astronomical prices without ever providing a proper itemized receipt of the equipment and labor.
Over several visits, Vivint sent out multiple technicians who did not know their own products, could not answer basic questions, and often gave incorrect information about installation and functionality. My wife had to call customer service repeatedly to try to get refunds for products we no longer wanted, but instead of processing the returns, Vivint kept sending technicians who arrived with no knowledge of the situation.
The overall experience has been extremely frustrating, costly, and unprofessional. I believe I was overcharged, not provided full transparency, and subjected to poor workmanship and inadequate customer support.
Resolution Requested:
Full itemized receipt of all charges
Refund for returned or unused equipment
Review and correction of improper installation work (especially camera wiring)
Any contract obligations reconsidered given the poor service
I hope Vivint will address these issues promptly through the BBB process.Business Response
Date: 10/16/2025
10/16/2025
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 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:10/11/2025
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 have been trying to cancel my subscription to Vivint home security for a few months and cannot get them to stop charging me I’ve tried following their cancel agreement but they are requesting a $300 cancellation fee and also have made no attempt to email my wife or I to respond about how to continue the cancellation my equipment associated with them is completely paid for but I cannot use their system any longer in my rental and have explained that but anytime we make some progress on the phone with Vivint we either get disconnected or transferred to start all over spending nearly an hour on the phone every call we make with the same results.Business Response
Date: 10/17/2025
October 17, 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:10/11/2025
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 had Vivint install a home security system, and from the day after installation, I have experienced nonstop problems. The system has never worked properly. My cameras constantly go offline, the alarm randomly goes off in the middle of the night, and my doors unlock on their own while my family is sleeping. This is a major safety issue and completely defeats the purpose of having a security system.
I have contacted Vivint countless times and have had multiple technicians come to my home to fix the issues. Each visit resulted in temporary fixes or no improvement at all. Some of the individuals sent to my home made me feel uncomfortable and unsafe. Despite all this, Vivint continues to charge me thousands of dollars for a system that does not work.
The installation was never fully completed, and I was misled about the terms of my contract. I was told I could cancel if I wasn’t satisfied, but now that I’ve tried to do so, Vivint refuses to cancel the contract or issue a refund. Every day I have to reboot or rebook the panel just to get any function out of the system, and that still doesn’t solve the core issues.
I’ve tried everything to work with Vivint in good faith, but they have not provided a working product or honored their word. I simply want the contract canceled, the equipment removed from my property, and a full refund for the money I have paid. The system has been a constant problem since installation, has never provided reliable security, and has caused unnecessary stress and concern for my family’s safety.
Vivint has failed to deliver the service they promised, and their refusal to cancel or refund is unacceptable. I’m asking the BBB to step in so this can finally be resolved fairly.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 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: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: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.
A salesman came to my home and promised me a doorbells camera as well as a camera for the front of my home, side of my home and front of my home. I informed the employee doing the installation that the rear didn't display a camera. He told me to contact the salesman since the ticket was closed. I did and he said he'd take care of it. I received a call wanting feedback on my experience. I didn't give a positive one because the services had not been completed. I was short a camera, no signs had been posted on the window or around the property as promised, to advise burglars or others that the home was secured. After that the salesman stopped replying to my text. I contacted Vivint on more than one occasion so the error could be corrected but they wanted me to pay for more camera's thought the price quoted was based on the number of camera's I'd been promised by the salesman. I told them if they couldn't correct it, to come and reinstall my doorbell, collect the cameras and stop payment for the cameras and service. The customer service rep advised she didn't know how to do that. She said someone would contact me and to date, I'm still being charged, I've not heard back from upper management, no additional camera has been installed and I still have no signs on the windows or in the yard. At this time, I do not want the service and would like them to reinstall my doorbell, stop communication and billing and pick up their cameras.Business Response
Date: 10/17/2025
October 17th 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. ****** in her rebuttal and appreciates the opportunity to respond.
We have contacted her and offered Ms. ****** an option that she is considering. Vivint's representative has a follow-up call scheduled with Ms. ****** next week.
If she has 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: 10/20/2025
Complaint: 23999093
Dear BBB Representative,
I appreciate that the company has now reached out after my complaint was filed. However, I am declining their offer for the following reasons:
For several months I've had their services and made multiple attempts to have this issue resolved directly with Vivint. During that time, they failed to honor the terms of the original agreement, which included providing the full number of cameras promised, as well as the security signage for my yard and windows. Despite repeated requests and even an escalated call, I was told I would have to pay additional costs for the camera as well as installation, something that was already agreed upon with my salesperson.
Unfortunately, the delay in fulfilling these commitments led to a serious incident on my property. Someone entered my yard, went into my vehicle, and was only deterred because my husband happened to be nearby, and driving home. The side camera captured a brief image, but because the additional camera (which was supposed to cover the back of the home) was never installed, we were unable to identify the individual or provide evidence to law enforcement.
At this point, the company’s offer of sending a technician to install the missing camera, provide stickers and signs, and offer six months of free monitoring does not resolve the harm caused or restore my confidence in their services. The trust and sense of security I expected from this system have been lost.
For these reasons, I am declining the proposed resolution and no longer wish to continue service with Vivint as originally stated in my complaint and communicated to Vivint in my last conversation where we couldn't reach a resolution. I respectfully request that this matter remain open until an alternative resolution is determined or until the BBB deems it closed based on my response.
Thank you for your time and for providing a platform to address this issue.Business Response
Date: 10/24/2025
October 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. ****** in their rebuttal and appreciates the opportunity to respond.
We have attempted to contact Ms. ****** via phone and email and have not received a response. We will review the information in the rebuttal and contact Ms. ****** again early next week to continue to work towards a resolution.
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,
***** *******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.
10/10/2025 I called to cancel my subscription- the representative was very persistent and at first he asked about why I was cancelling I explained I had lost my job and was cutting expenses, he then offered to lower cost and asked how he could keep me on as a customer, I said probably below $20 a month he was able to do that. Wonderful then he asked if all equipment was working properly I said yes not fully thinking this is on my part but this is a disadvantage for a customer we are not working off a script and representatives are we move forward right before I give the verbal agreement I remember our thermostat panel has been out for some time it only works in our app we have changed the batteries several times and so we know it’s the LCD panel that has gave out it’s old 10 years or so, so I speak up before giving the verbal agreement he says let’s close this first then I can help you get a technician (this is a fault on both our parts I should have asked more but him knowing my situation he should have mentioned this could cost more money) this feels deceitful as he asked earlier but as he was able to close the deal now he doesn’t care - now I’m in this contract and will have to buy new equipment that was not stated in the verbal agreement also why is they need a verbal agreement but don’t have to send any documents over for review?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 Resolutions
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