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:10/09/2025
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.
On June 2, 2025 at approximately 4:30pm CST I contacted Vivint to cancel my service with them because I felt the monthly service fee was excessive and I found a better rate with another security company. I was transferred to the loyalty department and spoke with ******. In order to keep me as a customer, ****** lowered my monthly fee from $52.14 to $37.13 (case# 8194039). On July 2, 2025 my credit card was charged $52.14. I again contacted Vivint and spoke with ***** (loyalty department) who agreed to issue a $15.00 credit for the difference of the overcharge stating it would take 3-5 business days to see the credit. This credit was never issued. On July 24, 2025 I spoke with ****** Alvarez (loyalty department) explaining the billing issues. I explained that I have been a longtime customer of Vivint but due to constant billing errors I wanted to cancel my service. ****** stated she would make adjustments to my account to reflect the correct charge of $37.13/month. According to ******, because of the inconvenience she would also give me 4 months of monitoring at no charge with my next bill of $37.13 due December 2025
(CA-*********). An email was forwarded to me by ****** stating this agreement. As of 10/8/25 the email has not been honored. I am now getting collection calls from Vivint for my outstanding balance and access to my app has been blocked. I have called the loyalty department regarding this with no resolution. My bill is now 2 months past due because of this breached agreement. I feel that Vivint made promises they had no intent of honoring to keep me as customer. I would now like my account to reflect a "ZERO" balance and my account closed. I am no longer interested in having their services. Unfortunately I do not know how to forward the emails from ****** Alvarez (badge #*******), but I would be more than happy to forward copies to a designated representative at Vivint upon request.
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 have contacted them, and Vivint has provided resolutions to Ms. *******. Ms. ******* has requested time to review the resolutions.
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:10/08/2025
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 this service for 3 months! They always say it's cancelled then I have to call back again the following month to go through the same process. It's definitely a deceptive trade practice and they should be sued!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 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:10/08/2025
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 signed up under the Vivint Gives Back program. We were promised that we could cancel at any time. Shortly after installation, the equipment stopped working. We were told that they would come replace it for free, with no contract or equipment fees, as we were part of the give-back program and the original equipment was faulty. Even after they installed the new equipment, it still did not work correctly. We have been paying customers since 2018 despite it not working properly. I have been trying to cancel and get them to get the equipment now since August! I have been told it was taken care of by every representative I have spoken to every few weeks since then. We are still being charged, and we also received an email that our request to close our account was denied because we still owed and were under contract!Business Response
Date: 10/10/2025
10/10/2025
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 contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivints representative.
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:10/08/2025
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 moved out of the service location and asked vivint numerous times to cancel my service. They instead just keep passing me to different departments with each person saying I need to talk to someone else. Spent hrs on the phone on several occasions trying to cancel a service I no longer use to no avail. They proceeded to keep charging me even though I asked to have this canceled. American Express investigated the charge and blocked vivint from being able to further charge me. But since then I continue to receive emails from vivint saying my account is past due. Vivint is a fraudulent company. They are hoping to get some kind of claw back from collections for a service they never provided and were asked to cancel several times. I have heard other people having similar experiences. Something needs to be done about this company.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:
I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond. ?
In the complaint, Ms. ******* has requested cancellation of her account due to moving and has been unable to cancel despite multiple calls. Ms. ******* also states that she continues to be billed for the service and has since stopped payments with her financial institution.
Vivint’s records show that upon a call with a representative, Ms. ******* informed Vivint of cancellation however, a renewal was accepted. Ms. ******* contacted Vivint again in order to request the cancellation of the renewal and was informed that the internal teams would need to reverse it and that it requires time.
In July, an attempt to cancel was made, but the call disconnected and a Notice of Cancellation (NOC) was not submitted.
A Vivint representative has attempted to reach Ms. ******* to assist with this matter via phone and email. After reviewing the account, Vivint is actively working with Ms. ******* to come to a 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: 10/20/2025
Complaint: 23991080
I am rejecting this response because Vivint falsely claims good faith to comply with my request. They intentionally put you through a loop of transfers until the phone disconnects. This happened several times. They are not an honest business and I have heard from others who experienced the same. I have emailed them the information they requested to cancel my account. I am hopeful that with BBB on the case, this would be resolved.
Sincerely,
*** *******Business Response
Date: 10/23/2025
October 23, 2025
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond. ?
In the rebuttal, Ms. ******* states that she made multiple calls to cancel with no resolution and has provided her information for cancellation.
We have contacted them, and a resolution has been agreed upon at this time.
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:10/08/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In 2019 we purchased a lake house that was set up with a Vivint security system. We called the number and had the service transferred to us. For years, everything went smoothly, until we sold the house in 2024. I called several vendors that day (gas, electric, trash, sewer, and Vivint) to close out and pay off any remaining balances we had. I spoke to someone on the phone and the questions started. "Are you moving to a new home?" "How about we lower the monthly total". They turn into robots when someone tries to cancel their service. After repeatedly letting them know this wasn't our primary residence, they cooled and asked who the new homeowners were. I didn't have that information, as I hadn't ever met them and all paperwork was done via Docusign. We ended the call with him saying he would send me an email (which he never sent), so I thought it was closed out.
9 months later I received an email saying I was late on the payment for $60.95. I called to let them know that I had sold the home in February and cancelled a day prior to handing over the keys. They told me they would waive $25 off the total. I told them again, I hadn't lived in the house, and asked to speak to a manager. It was then where I realized they had continued to charge me $60.95 per month, which wasn't over the $100 that I would get an alert for. I called a 2nd time and they said the charges were "valid" because the account was still open because I never gave them the name of who purchased the home. I asked them for the recording of the call from February so I could give it to my attorney. They said they would email it in 24-48 hours. I called again today (52 hours later), and was told by another person on their loyalty team that they do not give out the recordings.
Do not do business with Vivint. They owe me $485 that they stole out of my account because apparently it's my responsibility to find customers to replace my business with.Business Response
Date: 10/14/2025
October 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 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:10/08/2025
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'm trying to cancel my Vivint service and I'm still within the 30 day cancellation period. Over 48 hours ago I was told to wait for a email explaining further details. That email never arrived. So I called today to find out what the hold up is and I've been on the phone for almost 3 hours getting the run around and them trying to strong arm me into staying. I asked to speak to a supervisor and was refused several times. After me repeatedly saying cancel my contract I'm within my 30 day period they finally sent a "Action Required to Cancel Your Account" email. Apparently there is a 30 day wait period which I was told someone will call me and ask me again why im canceling.... so they can try to bully me into keeping my contract. It's not going to happen!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 contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivints representative.
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:10/08/2025
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 with Vivint for years and two years ago they came to my house and sold me some upgrades. The upgrades have never worked. I have over 10 hours on the phone with them and I always get the run around and they till me they have no service people in my area. They never said this when they sold the upgrade. I told them I’m not paying for something that does not work and now they have turned me into collections. I want to take them to small claims court.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 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:10/08/2025
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 was charged for a part that the technician over the phone told me I didn't need to mail in and specifically never sent me a label because of this.
They have moved their support to an overseas call center that is the biggest hassle to deal with. Contacting them about the bill discrepancy it seemed the person on the phone did not understand.
I attempted to contact again to speak with someone from UT (they've always been awesome) a lady this time from the over seas call center answered I politely asked her to transfer me to UT she attempted for a minute (maybe) then got back on the line you could hear the background noise then it went completely silent and in the most AI voice over something named ******* attempted to talk to me...you could tell it was nothing but a text prompt.
I'm just in disbeliefBusiness Response
Date: 10/14/2025
October 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 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:10/08/2025
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 has one job and that is to secure my home! I traveled on 9/29/25, left my house as I normally do, closed the door and the automatic lock locked. Apparently 2 minutes later (according to reviews of my system by a rep) the door automatically unlocked on its own. For the 5 days I traveled my house door was left unlocked, very dangerous. Additionally while I was away I had no access to my cameras. I was scared when I got home and discovered an unlocked door. To top it off I got a message after I got home stating "critically low batteries" for both of my door locks. This was a lie. I personally changed batteries in one door lock so I know that was at 100% and I checked the second one before I left and that was at 85%. I did a little troubleshooting of my own and replaced the batteries with the same batteries, and guess what, it worked just fine.
I have been a loyal customer of vivint for over 10 years despite the constant issues with billing and products, and with every year the service has gotten worse. I do not have peace of mind when I leave my home because its a surprise everyday on what will actually work in this system. While the representative I spoke to was very helpful and understood my concern, I am not happy with this service and deserve to be compensated for this issue at hand.Business Response
Date: 10/09/2025
10/09/2025
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: 10/09/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23989389, and find that this resolution is satisfactory to me.
Sincerely,
******** ********Initial Complaint
Date:10/08/2025
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 named, *****, came to my door on September 16, 2025 to sell me the security system. I told him 3 times I wasn't ready to buy anything but he insisted and continued to push. He said several times that I had a 7-day trial period. I told him again I wasn't ready to buy. Then he said I 30 days. I rarely have guest in my home. I ended up signing up thinking I'd be able to cancel within 7 days. Whenever I tried to read the contract, ***** would rush me through it. I canceled the contract in 5 days via email AND I called. I learned that from the first customer service representative that I only had a 3 day trial period. Now if I want to cancel, I'll have to pay an early cancellation fee (that I can't afford). Now I'm locked in a contract and $3,008.00 in debt. I am VERY angry and that Vivint condones this behavior from their salesman. They said that since I signed the contract, there is nothing they can do. All I could do is downgrade the service; which I did. I'm not complaining about the security system. I am complaining about their sales tactics and it makes me not want to EVER recommend this company. But now I am STUCK. I WANT EVERYONE TO BE AWARE OF THE SALESMAN NAMED "*****" IN MY AREA AND THAT I DESERVE AN APOLOGY FOR WHAT HE HAS PUT ME THROUGH. SO MANY PEOPLE ARE STRUGGLING FINANCIALLY AND NOW I'M HURT AND ANGRY AND IT'S UNFORTUNATE THAT I AM STUCK WITH A SYSTEM THAT STARTED ON THE WRONG FOOT. SINCE I CAN'T "UNSIGN" THE CONTRACT, THEY SHOULD CREDIT ATLEAST HALF OF THE $3008.00 AND "*****" NEEDS TO APOLOGIZE TO ME IN WRITING!Business Response
Date: 10/09/2025
(10/09/2025)
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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