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
- 8,553 total complaints in the last 3 years.
- 3,059 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:10/10/2025
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.
We pay for this service and frequently have issues with the streaming of our cameras provided by Vivint. This is an issue because when it happens, our internet is online with all non-Vivint devices working properly. What is our money going to??
Business Response
Date: 10/15/2025
October 15, 2025
Better Business Bureau of Utah
3703 W 6200 S
**************************
To Whom It May Concern:
Vivint has reviewed the information provided by Mr. ******** 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 Vivints representative with any questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:10/09/2025
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 sold my house, including the Vivint security system. Vivint insisted that the new owner needed to "opt-in" to my contract (same price).
Per the new owner, when he tried to opt in to my contract, Vivint told him to sign his own (again -same price), So Vivint now has 2 contracts for the SAME system.
So now I am on the hook for $1200 in monitoring costs with Vivint BECAUSE Vivint told the new homeowner NOT to take over my contract. The new owner was very explicit (super nice guy) that Vivint instructed him to sign a new contract, not to take over mine.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: 10/15/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23997232, and find that this resolution is satisfactory to me.
Sincerely,
*** *******Initial Complaint
Date:10/09/2025
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.
Called to cancel account 8/9/25. The person who installed equipment made some rude remarks and brought his wife to work who just hung out at my kitchen table while he worked. Also 2 other salesmen that came to my home were rude when I told them not to waste their time as I wasn't interested in whatever their pitch was. My equipment was over ************************************** having them come update due to past company representatives being disrespectful. Spoke with Ram smart home specialist on the phone. Gave me several different deals to keep me and I kept telling him no. Offered me free equipment and I said no. **** asking questions and would not just cancel my account. Finally redirected me to another department after saying they would help me with closing account. Same person answered and said he was consulting the cancellations department and tried to give me more discounts but told him I wasnt interested and put me on hold again. Came back on the phone again and said I could cancel by email or verbal. Considering I called the choice should have been obvious how I chose to proceed. Said I had to give 30 days notice per contract that was expired approximately 10 years ago. I would get 1 more pro rated bill. I have to wait on an email confirmation for cancellation. But email would not be sent until my account was reviewed before they would confirm my cancellation even though I explicitly said I wanted it cancelled. All this took 30 minutes. ****** was sued for making it difficult to cancel their account. Wonder if we could do the same with Vivint.Business Response
Date: 10/15/2025
October 15, 2025
Better Business Bureau of Utah
3703 W 6200 S
**************************
To Whom It May Concern:
Vivint has reviewed the information provided by Mr. ***** 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 Vivints representative with any questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:10/09/2025
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.
Charging me for equipment after 30day free trial canceled and told them to pick up there equipment they never did and know I'm getting Charge over 2000 dollars and it's hurting my credit i want this off of my records and my credit score where it wasBusiness Response
Date: 10/15/2025
October 15, 2025
Better Business Bureau of Utah
3703 W 6200 S
**************************
To Whom It May Concern:
Vivint has reviewed the information provided by Mr. ***** 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 Vivints representative with any questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:10/09/2025
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.
July 21st - called Vivnt to cancel service as we were moving out of our rental house. There were no major problems with the service prior to trying to cancel and I was happy with the security system. When trying to cancel, representative Parker Lamont (he emailed me the offer to consider so I had his name and the email) asked me to reconsider purchasing from Vivnt for our new house and asked me to discuss with my boyfriend, and offered me 2 credited months of service for considering. We decided against using their services.
July 28th/29th - I called back to cancel, and the person I spoke to asked if I wanted to transfer service to the new tenant. I said NO I would like to cancel service. She confirmed the cancellation was submitted.
October 6th - credit card charged for another month of service
October 9th - I called Vivnt to inquire about the charge and was told the service was never canceled, they were waiting on the information to transfer service to the new tenant. I spoke to at least 3 people ( I am still on the phone with them). I am being told in order to be refunded my money, they will have to do the refund first and then I can call back in 5-7 days to cancel the account. Was also told today for the first time there is a form to be signed and returned to them to cancel service, this was never disclosed to me previously. I am concerned they will not be refunding my money and they will not allow me to cancel service in 5-7 days. They provided me a cancellation number today.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:10/09/2025
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.
Subject: Formal Complaint Regarding Misrepresentation and Request for Contract Cancellation
To Whom It May Concern,
I am writing to file a complaint regarding a misleading sales experience formally and to request that my Vivint service be canceled immediately, free of charge.
Date of Transaction: August 16, 2025
Salesperson: ******* *****
On the above date, Mr. ***** visited my home and persuaded me to switch from ADT to Vivint. He stated that Vivint would pay off my existing ADT contract and that Vivint did not require a service contract—meaning I could cancel at any time without penalty. Additionally, I was promised gift cards as part of the ADT buyout incentive.
On October 6, 2025, I spoke with ******* ******* after reaching out to this department prior to the 30-day period to check on the status of my buyout. Unfortunately, I did not receive a call back until after the 30 days had passed. At that time, I was informed that if I chose to cancel, I would be responsible for paying 50% of the contract value and 100% of the equipment cost.
This situation has placed me in an unfair position, obligating me to pay both Vivint and ADT, despite being promised otherwise by your representative. I was clearly misled to secure a sale, and I consider this a deceptive business practice.
Given the circumstances and documented timeline, I respectfully request that Vivint cancel my account immediately and remove all associated charges. This situation arose solely due to misinformation provided by your salesperson and should not result in a financial penalty to me.
Thank you for your prompt attention to this matter. I look forward to a resolution and confirmation that my account has been canceled without charge.
Disappointed Customer
Carna **********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 Ms. ********** and appreciates the opportunity to respond.
We are in communication with Ms. ********** and are working with her towards a resolution.
If she has any questions or concerns, she 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:10/09/2025
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 install a ring camera in the front and back of my home and the bell never worked. Vivint started taking my money out of my account by keep turning my auto pay on. This company began to worry me constantly and take advantage of me. Please help me get out of this contact because they broke the contact when the door **** never worked.Business Response
Date: 10/17/2025
October 17, 2025
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Ms. ********* and appreciates the opportunity to respond.
We have 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 Vivints representative with any questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, ********************** Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:10/09/2025
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 can no longer afford the Vivint subscription fee. I called twice to try, and they keep giving me the runaround. The salesperson absolutely lied to me, saying that I would still have access to the Vivant app if I had to cancel, they would just no longer automatically call services in an emergency. They are a TERRIBLE company that wants to lie and scam customers.Business Response
Date: 10/10/2025
10/10/25
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:10/09/2025
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 will not answer how to cancel their service. They will not allow me to cancel over the phone. They will keep you on the phone over an hour with zero resolution. I'm trying to cancel, and they are trying to upsell me and extend my contract.Business Response
Date: 10/10/2025
10/10/25
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: 10/24/2025
Complaint: 23994376
I am rejecting this response because: After nearly begging on the phone to cancel service for just shy of 2 hours the only option they gave me was to have someone come and fix our camera. I still want to cancel the service but want someone from the company to call me first as I've read they will just continue to charge you despite cancelling.
Sincerely,
****** ******Business Response
Date: 10/25/2025
10/25/25
Better Business Bureau of Utah 3703 W 6200 S
*************** **** 84129
RE: Consumer Complaint Case #: 23994376
Complainant: ****** ******
Vivint Account #: **********
Date of Agreement: 5/16/2025
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 a $15.00 credit for the next 12 months. Mr. ****** may contact Vivints 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: *************************************** or fax number: *************** ********************** Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 10/27/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ******Initial Complaint
Date:10/09/2025
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 account for months because i am deployed and have not been using their services and they have not canceled and i have been getting charged for it. They also opened a credit line for a loan that i didn’t know about. And i didn’t have access to the contract or was told about it until after the credit line was open.Business Response
Date: 10/17/2025
10/17/25
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 Resolutions
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