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
- 8,543 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:10/06/2025
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.
We have been trying to cancel our subscription and the business will not cancel. We have tried several times and we keep getting switched from person to person. When we finally get connected to a person they will endlessly try to get you to stay with the company. I have explained many times that we can no longer afford the service and instead of cancelling the subscription they continue to badger you for lower rates and deals. We simply want to cancel. I just spoke with them today. I was on the phone for 45 minutes only to be told at the very end that I have to send the information for cancellation in writing. I asked for the information to be sent via email and that I would wait on the phone until the email came through. I was then told that the "back office" sends those emails and then was disconnected.
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 23979195, 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.
In May 2025, USAA Visa contacted me to state that my card had been compromised, that they were canceling that card and issuing another. I called Vivint May 28,2025 and told 3 people that my card was compromised and that I wanted to cancel my service with them. 2 of of these reps tried to hard sale me on cheaper plans which I refused. After nearly 30 min on the phone, explain myself over and over, the line disconnected. I called back. No answer. Vivint continues to attempt to bill me on my new UsAA card. I have to contact USAA every month to dispute charges. On Oct 1 I talked to a lady who said she’d cancel my service after again, trying to hard sale me on cheaper plans. Later transferred me to ********. He said he was in the accounting dept and would fully process refund again after 2 days in which my Vivint service contract cancellation will be complete. He said he’d call me Monday oct 6 at 11:00. He gave me a service #*******. He did not call. I called Vivint back (800-678-5232 on Oct 6th at 12:44. I spoke with ***** (800-216-2635). ***** said he saw where I talked to ******** and the service # he gave me. He said he was messaging ******** (while we were speaking) to ask if he was supposed to call me. He ******** replied that he had a meeting and couldn’t call. ******** supposedly told him he’d try to call me again at 4:30 today.
I never dreamed that working with Vivint would be such a nightmare. What kind of customer service operation are they running?! I will never recommend Vivint to anyone. If I do not get a return call today I will be contacting you again.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 ResolutionsInitial 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.
In early August 2023, I entered into a contract with Vivint Home Security, and a technician installed the equipment in my house around that time. However, since I did not have internet service yet, I was told to call once I had internet so they could complete the installation of the security system and set up the app on my phone.
After getting internet service, I called several times to report that the installed equipment was not working, but the issue was never resolved. During my conversation today, October 6, 2025, the supervisor told me that they only show three calls from me reporting problems, but I am certain that I called several other times over these two years.
Earlier this year, I moved to Houston, and the house is now rented. The tenants do not want the security system, and I don’t need it where I currently live. Since I’ve been paying for the service for two years without actually having it, I called to cancel it. One of the representatives and his supervisor, ****, told me that I cannot break the contract. However, my response was that they failed to fulfill their part of the agreement by not providing the promised service for two years, even though I continued to make monthly payments.
The solution they offered was to pause my monitoring payments, pay the remaining balance for the equipment, and then require any new tenant to use Vivint’s security system. I am truly disappointed with the company and do not wish to continue with them, so I agreed to pause the payments and seek another solution through the BBB.Business Response
Date: 10/09/2025
October 9, 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 him, and have presented Mr. **** with options for his account. He is taking time to review and decide which option they would like to proceed with. A follow-up has been scheduled for next week.
If he has any questions or concerns, he 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: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.
Back in May, May 3, 2025 to be exact, a salesman came to my home to sell upgraded equipment. I made it very clear that I was moving within ******* or so and was told all transfer fees and instillation would be covered at 100%. Now it's time to move and they are trying to make me pay $149. Had I known I would've been charged, I would've never upgraded. Not to mention I was told I would get a $10 credit monthly for camera fees that I was told would be waived with the new equipment. Upon upgrading, I also was not told there was a credit check, which also caused issues considering I am building my credit. I AM PISSED!!! I want my transfer and instillation fees waived as promised and best believe I am NEVER upgrading again. I will pay out of pocket for equipment!!!Business Response
Date: 10/07/2025
October 7, 2025
Better Business Bureau of Utah 3703 W 6200 S
*******************************;
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: **************, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial 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 their service for 17 years for my house. My contract was upon June 28 and called them to cancel it. I first called them in May and they told me to call back on June 28 to cancel. I called back and all the *** was trying to do was to sell me service. I didn&#**;t like their service. I got a bill on June 28th and paid the bill. In July, they sent me another bill. I called them and they still tried to sell me another program. In August, I was sent another bill and called to tell them that my service was cancelled on June 28. I don&#**;t even have their equipment in my house. I am tired of getting harassed by them. They drew out $350 of my checking account without my permission. I don&#**;t owe them anything. I want them to stop billing me and no further contact by the business.Business Response
Date: 10/10/2025
10/08/2025
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.
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:10/05/2025
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.
Due to dealing with à 3rd death in my family in the span of 2mos, I was caught off guard and I signed up for a free trial with Vivint via a Fortiva loan/credit card (completely unaware of the fact as they told me exactly what income other then my real one to put for said loan). Two fast talking salesman one by the name of ******** *****, under the leadership of ***** ****** SVP & managing director talked me straight into my current hell. Called before the trial date to end the trial after realizing that I had a hard credit check, an unwanted credit card, etc. They stalled, I've called & called, finally was told that my representative had to approve my ROR. Guess what?! It's been 2wks and nothing. Which is hilarious to me as they made sure that I had everything signed and installed the same day I messed up and now no answer. Meanwhile, Fortiva agreed to rescind my offer but is send me bill after bill as their equipments are not yet returned. I'm frustrated beyond belief and feel so very stupid that I'm now being held hostage by Vivint. My mental health is truly suffering at this moment because of this company and their dirty tactics. Any help to put them behind me is appreciated. Thank you in advance for your help.Business Response
Date: 10/07/2025
10/07/2025
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:10/05/2025
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.
They called and sent someone out to fix the cameras, it didn’t work. Said they would ship a new smart drive, they didn’t. We pay for a service that never works.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 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:10/05/2025
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.
Salesmen are deceptive and told us that this was a gift that went along with our purchase of solar panels and that we would never be charged for service because we already had a security system in place, 3 years later they use a digital signature on a document that I never signed stating we have to pay for service with their company then shut down my access to the home system they installed free of charge. They are deceptive, they told me I need to sign for the free installation and prior to me signing it I told the installer that I do not want service and reiterated that this is in no way going hurt me in the future. Of course it did and they all lied. Now they cut off me from being able to use my "FREE" system or seeing who is at the front door. The do not even monitor the systems yet they want to get paid for a service I am not receiving and they are billing me monthly for what!?!? This company is not trustworthy.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 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:10/04/2025
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 canceled my account with vivint in June of 2024, provided notice of cancellation on 04JUN24. I am still regularly being charged by Vivint every month. I have contacted customer support 3 times now and every time I have been told they corrected the issue and I will receive my money back since July of 2024.
The last case number I got from a representative is: CA-*********
I have been given differing explanations from vivint on this which makes me think their own offices or staff sections are not talking and sharing information. I no longer want anything to do with this business except to get my money back I am owed and to cease charging me out of negligence to their own processes.Business Response
Date: 10/07/2025
10/07/2025
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: 10/07/2025
Complaint: 23973802
I am rejecting this response because: they did not contact me at all so their response is false. I have agreed to nothing with them. I just want my money back and I want them to stop charging me.
Sincerely,
******** *******Business Response
Date: 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 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: 10/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23973802, and find that this resolution is satisfactory to me.
Sincerely,
******** *******Initial Complaint
Date:10/04/2025
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, 22 September 2025 I called Vivint to cancel service since my card was on autopay. Some of the cameras were not working and had been out for 3 months. We tried rebooting and and everything but the cameras still won't work. Since I'm already moving in December I just decided to inform them that I no longer needed their service so they can stop transactions on my card. Called 4 time that day got hung up on 3 times. The fourth time talking to a lady that could barely understand and acted like she didn't know what I wanted. She kept trying to bribe me with lower prices to keep the service, I told her no i just wanted it canceled and not charged on my card anymore. Then she says I can't cancel the service you have a contract. No I don't, I had a 2 year contract where I paid off all the equipment and when to a pay as you go. If I had a contract why were you just giving me every price to stay? In March 23 I had the cameras moved to my new home, their was no talks of a new contract. They said they would send a tech to uninstall the cameras in the old home and schedule a date for tech to come out and install in new home. They did just that. Each time I sign a tech workorder that was it. Somehow you've slide in a contract for 3 years for what my equipment that is paid for. Then you're refusing stop charges on my card and say if i cancel I owe you an early termination fee of $300 because I have 6 months remaining on a contract that I never agreed too. Also the contract says I was locked in for $40.66 but I was charged $72.69 each month. The lady kept arguing and I getting real frustrated, so I told her send the paperwork and our lawyers will figure it out. This company is shady and should not be allowed to continue these unethical practices of theirs. I see why there are so many complaints, but I will go to court becasue I'm a retired disabled veteran with nothing but time due to not being able to work becaue of my disabilities.Business Response
Date: 10/06/2025
10/06/2025
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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