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:10/07/2025
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.
well i had this vivint home security in my home. when i sold my home i called vivint to cancel my service. They talked me into a transfer of service for the new homeowners coming in. since then i’ve received a bill for the service apparently because the new owners never transferred service. I called them recently and i kid you not i was on the phone for at least an hour waiting through several transfers to different agents kind of stalling me out on my request. they were not letting me cancel. All i want is for them to stop emailing me and calling me and for them to stop service in my name. the service address is *** * ********* ** ******** ** ******
Business Response
Date: 10/10/2025
Vivint Account #: S-*******
Case #: CA-*********
??????? ?
To Whom It May Concern,
I have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
In his complaint, Mr. ****** requested cancellation of services, stating that the home was sold and the services were no longer needed.
A Vivint representative has attempted to contact Mr. ****** via phone and email to assist with the cancellation process. However, account verification is a required step to proceed with cancellation. Mr. ****** has declined to complete the verification process, and as a result, Vivint won't be able to move forward with the cancellation at this time.
Based on this, the case is considered resolved.
Mr. ****** is welcome to contact a Vivint 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: 10/10/2025
Complaint: 23987345
I am rejecting this response because:You do not have accurate information as I have submitted the necessary information you requested via email on october 9th sent to executive resolutions
Sincerely,
******* ******Business Response
Date: 10/15/2025
Vivint Account #: S-*******
Case #: CA-*********
??????? ?
To Whom It May Concern,
I have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
A Vivint representative has attempted to contact Mr. ****** via phone and email to assist with the cancellation process. However, account verification is a required step to proceed with cancellation. Mr. ****** would need to complete the verification process for Vivint to move forward with the cancellation.
Mr. ****** is welcome to contact a Vivint 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: 10/16/2025
Complaint: 23987345
I am rejecting this response because:
I have sent this information via email the first time they asked for it. I refuse to keep playing these games with this company. They continue to send me emails regarding payment due and continue calling me. I refuse to provide this information again as I have already provided it.
Sincerely,
******* ******Business Response
Date: 10/20/2025
October 20, 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 ******* ****** and appreciates the opportunity to respond.
A Vivint representative attempted to contact the customer on October 20, 2025, regarding this matter but was unsuccessful in reaching them. Additionally, we have made several attempts to verify the customer’s account in accordance with Vivint’s policies to ensure the security of their account information. However, the customer has not cooperated with the verification process. Without successful verification, we are unable to proceed with assisting on this account.
To further address this matter, the customer may contact a Vivint representative with any questions or concerns.
If you have any additional questions or concerns regarding this response, please contact us at our mailing address:
Vivint – Executive Resolutions
4931 North 300 West
Provo, Utah 84604
Or by fax at: (801) 765-5759, Attention: Executive Resolutions Department
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:10/07/2025
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 had a Vivint security system installed 3 years ago and had nothing but issues with it from day one. The system never works properly, the app fails all the time etc. We are moving to another state in 3 weeks and I am trying to cancel our service and this ridiculous company has transferred me around to 4 different people and still have not cancelled it. It is almost like they are criminal in nature because they don’t even have an option to cancel your service on their phone lines. I want my service canceled and I want nothing to do with this horrific company.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:
I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond. ?
In the complaint, Ms. ******* has requested cancellation due to moving and has been unable to cancel.
Vivint’s records show that upon a call with a representative, Ms. ******* paid the equipment line of credit in order to fulfill the buyout options for cancellation as the account is still Within Term. Ms. *******'s account is currently in the process of cancellation.
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 ResolutionsInitial Complaint
Date:10/07/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have called Vivint three times today to cancel my services, and each time I’ve been given the complete runaround. The representatives keep transferring me from one person to another and repeatedly asking questions about why I want to cancel instead of simply processing my request.
This is unacceptable and feels intentionally designed to prevent customers from canceling. I have made my decision clear multiple times, yet I continue to be met with delay tactics and unnecessary questioning. A company that makes it this difficult to end service raises serious concerns about integrity and customer respect.
All I am asking for is a straightforward cancellation and written confirmation that my account has been closed.Business Response
Date: 10/08/2025
10/08/2025
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 ResolutionsCustomer Answer
Date: 10/09/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23983990, and find that this resolution is satisfactory to me.
Sincerely,
***** ***Initial Complaint
Date:10/07/2025
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 expressed my desire to terminate services with Vivint on May 8, 2025. The reason for termination was neglect of account and inoperable equipment. They refused to cancel my services, so I cancelled my credit card so they could no longer automatically charge for services not rendered. Since then, they have called daily in harassment, come by to personally visit, and I told them personally that I no longer wanted their services and to leave me alone. They have continued with calls, and then this week, I receive an email from a "collections" site attempting to collect this amount from me. I refuse to pay and want them to leave me alone. I have all equipment paid for in full and am under no contract. I owe NOTHING!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 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:10/07/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have sent this email 6-8 times now as requested by ***** at Vivint after speaking to him on the phone. No response at all
As stated in below email I am requesting to cancel service for: I started this back in January 2025 and sent numerous emails. I am STILL BEING CHARGED. The building this system was in was sold by the landlord and we could not have an alarm on airport property which is where our operations are as Ace Rent a Car. The building on Cypress was an overflow lot. Per ***** who I spoke with he sent the email below for me to cancel.
****** *** **** **** ******* ****** ****** ******* ***** **** ** * ******* ******* *******
As stated in phone call, the building located at above address was sold by our landlord and we had to vacate. This was an additonal
Office location we used that was sold. We then SOLD our main operating Business that operated at Tampa Airport to other ownership. Cisco’s LLC is a dissolved business and you can check this in Sunbiz. Our equipment is paid off as well
Please confirm receipt of this notice.
**** ******
On Aug 26, 2024, at 3:11 PM, ***** ******* <*****.******************> wrote:
****,
Thank you for reaching out to Vivint Smart Home today to review your cancellation options. As requested, here is the required information in order for us to correctly attach your Notice of Cancellation:
Name: **** ******
Address: **** * ******* ** * ****** ** *****
Service Number: *******
Reason for Cancellation
You may send your Notice of Cancellation via:
Email: [email protected]
Mail: 4931 North 300 West, Provo UT 84604
Fax: 801.377.4116
Your account will be processed for cancellation 30 days after this notice is received. You will be charged a pro-ratedamount during this 30-day period.
We would love to help your keep your protection and do have multiple offers, including month-to-term terms, available. Please give us a call at 866.517.2904 so we can fit your needs.
– The Vivint TeamBusiness 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: 10/17/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23983519, and find that this resolution is satisfactory to me.
Sincerely,
**** ******Initial Complaint
Date:10/07/2025
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 May of this year a Vivint salesman knocked on my ******** let him in. He then asked me I was aware of the amount of crime in my neighborhood & many of my neighbors had already signed a contract for Vivint's cameras. These were all lies. Then the Vivint salesman told me i would have 30 days to decide if I wanted to keep or cancel Vivint's contract. He lied about the 30 days, you only have 3 days to decide. He also stated my bill per month would be $42.40, which was another lie. The amount was actually $116.57. I want my (around) $600.00 ******** want Vivint to stop charging my Checking account ****** every Month. I want out of this contract. In my case Vivint is guilty of fraud, lies, and theft. Please help me get out of this bogus contract with Vivint.Business Response
Date: 10/15/2025
October 15, 2025
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Mr. **** and appreciates the opportunity to respond.
Vivint's records show that a Vivint representative has contacted them, however Vivint's legal department will be taking over the case.
If they have any questions or concerns, their legal representatives may contact Vivint's legal team.
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:10/07/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On June 24, 2025, a door-to-door sales *** sold us a camera and glass breaking sensor, noting the cost to us would be around $110. There was no mention of there being implementation of a service agreement, cost to install or additional equipment costs. We agreed and authorized via an electronic device. On or about June 27, 2025, there were 25 payments at ****** taken by the company as automatic withdraw totaling $2,5050.50. This caused my account to overdraft. I spent numerous hours on the phone trying to rectify and finally had to take the day off to visit my bank and have them stop the payments. Vivint acknowledged error for 24 payments (they claimed 1 was appropriate and not sure what happened) and made no ***arations for the grief this caused. I had to request that they be removed automatic access to my bank. I then received a bill for $934.17, in which I inquired what it was concerning. Vivint shared that it was for an doorbell cameras, smoke detectors, etc. I notified them that I didn't receive those items, just 2 other items. They insisted I did and had a tech come to my home (took day off) and inventory my supplies. They persisted with the billing for those other items. We have been on the phone with them dozens of times since then trying to rectify the account for hours each time to no avail. When asked for a breakdown, they are unable to provide the service to rightful note what has happened. I receive many apologies from their ***s for the service provided and even had a few note they would wipe the account of all matters to make it a zero balance, only to get a bill the next week noting the large amount due. They have shut off my service and I am begging them to assist me to understand if I truly owe this amount. I have zero trust in the company given that they initially stole the money at one point from my account.Business Response
Date: 10/09/2025
10/09/2025
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 ResolutionsCustomer Answer
Date: 10/12/2025
Complaint: 23983008
I am rejecting this response because:
We agreed upon a resolve; however, 4 days later my service has yet to restored as shared that it would be same day the resolve was accepted.
Sincerely,
******* ******Business Response
Date: 10/17/2025
October 17th 2025
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
To Whom It May Concern:
Vivint has reviewed the information provided by *** ****** in her rebuttal 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 ResolutionsCustomer Answer
Date: 10/22/2025
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:10/07/2025
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 September 2nd 2025 to cancel the fire,EMS&police service part of my account, I was told it was cancelled. I called today 10/7/2025 because I was billed again for the same service I called to have cancelled and they told me they cancelled the protection plan instead last month. That is not what I requested to have cancelled when I called. So now I am being billed for 2 months and being told I can’t cancel anything until I pay my balance in full. That makes no sense! That is not what I was told when I signed up for the account. All I have is a doorbell camera. The technicians are liars!Business Response
Date: 10/13/2025
October 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 ResolutionsCustomer Answer
Date: 10/14/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23982441, and find that this resolution is satisfactory to me.
Sincerely,
***** ******Initial Complaint
Date:10/06/2025
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 a viviant tech on 09/16/2025 and was not able to installed the cameras cause of an HOA, ARCHITECTURAL FORM NEEDED TO BE FILLED BEFORE INSTALLATION. ALL THE EQUIPMENT INSTALLED NOT FUNCTIONING DUE TO AN ELECTRICAL ISSUE AND VIVIANT TECH ADVISE TO OBTAIN AN ELECTRICIAN TO COME AND FIX THE ISSUE SINCE HE IS NOT AN ELECTRICIAN. I ALSO HAD AN ISSUE WITH THE FRIEND REFERRAL OF 300.00 FOR THE REFERRAL AND NO CREDIT WAS APPLIED TO MY ACCOUNT OR MY FRIEND WHOM REFERRED ME. HE ALSO APPLIED THE PROTECTION PLAN AND I DECLIBED THE SERVICE I KNOW THEY NEED THEIR COMMISSION OR SALES BUT ITS NOT FAIR FOR THE CUSTOMER TO FEEL DECEIVED ON THEIR BILL.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 ResolutionsInitial Complaint
Date:10/06/2025
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 was a customer of VIVINT for security for several years. In June of 2025 I moved homes and switched to a different company. On July 21st, 2025 I called VIVINT to cancel my service. On that call, the agent confirmed my service was going to be cancelled. Now it is October and I am receiving phone calls about missed payments for August and September. I called the company back today and they admitted there was a cancellation form opened by the previous agent but never submitted. I asked to listen to the phone call from July 21st and they are stating I never asked to cancel on that call, which is a blatant lie. They are refusing to initiate a new cancellation unless I pay for August and September in which I did not receive service and after I cancelled. Although the company is not receiving payment from me, I do not want this later reported on my credit as a delinquent account.Business Response
Date: 10/08/2025
10/08/2025
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: 10/08/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23979454, and find that this resolution is satisfactory to me. The company reached out to me today and offered to waive the fees the listed against me, as well as actually close my account. They started that action today. I will be following up with another complaint if they do not follow through.
Sincerely,
****** *****
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