Complaints

This profile includes complaints for Vivint Smart Home's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vivint Smart Home

  3401 N Ashton Blvd Lehi, UT 84043-5307

  
• 

  Vivint Smart Home

  1800 W Ashton Blvd Lehi, UT 84043-5490

  
• 

  Vivint Smart Home

  1394 Ety Shops Way NW Lancaster, OH 43130

• 

  Vivint

  2854 Highway 55 STE 200 Eagan, MN 55121

• 

  Vivint Louisiana, LLC

  1701 Old Minden Rd STE 32 Bossier City, LA 71111

The 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:10/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint with Vivint based on deceptive practices in attempts to extort money from customers. This happened to me and seems like it is likely happening to other customers. I inherited equipment when I bought a new house. I called Vivint to inquire about what it would cost to see if it makes sense to start. I was told I had great equipment, almost 3k worth of stuff, and that I was getting a deal to start up and would get amazing service. They locked me into a year contract. Said someone would come in person for activation. Activation was then done virtual day of and soon after I learned about how I am not getting any good service from cameras and sensors. When I called twice and was informed after the fact that my equipment is very outdated and instead of tech support was being sold on how hundreds of dollars of new equipment would solve this. Only reason I signed with Vivint was because I was told equipment was good so didn't need to buy anything further. I called and spoke to supervisor saying how this was deceptive practices and they told me they could offer a new panel that could potentially help but I would need to sign new contract but they would lower the monthly price. I agreed but then a week later they still charged me the prior monthly rate. They came and come to find out its the same panel so obviously its not going to fix anything. They have been very deceptive from the beginning, lying about facts that have misled me all in their efforts to get more money from me. Very concerning and I am sure I am not the only consumer this is happening to based on ****** search.

  

  Business Response

  Date: 10/07/2025

  10/07/2025
  
  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 Resolutions

• Initial Complaint

  Date:10/04/2025

  Type:Service or Repair Issues
  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 10/02/2025 I called to cancel my service with the contract having expired in June and with my equipment paid off. The person I spoke to mentioned my account had about another 8 months due to a deferment that I didnt remember agreeing to, which I called about today. As a courtesy, the representative gave me $15 off per month so it would be cheaper to continue the contract until it expires next year versus paying the cancelation fee. I called back today only to find out that there never was a deferment and by accepting that offer it put me into a 12 month contract with Vivint. This is such a shady scam and I will never recommend this company to anyone nor will I pay for it anymore.

  

  Business Response

  Date: 10/07/2025

  10-07/2025
  
  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 Resolutions

• Initial Complaint

  Date:10/03/2025

  Type:Service or Repair Issues
  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 salesman come to our door in May 2025 to sell us the Vivint security system. We sat down and talked about everything. I informed him the we do have vector but it is under our landlords name. He said Vivint can buy her out of vector I said okay. I explained to the rep I didn’t want to do anything regarding credit today because we were looking at buying the house we were renting and I didn’t want our credit to take any hits. He said okay then proceeded to gather my husbands information so it’ll be easy when we proceeded. Next thing we know he ran our credit. We allowed them to install the system under the assumption they would Buy us out of vector. Now they’re saying that because we have no video of the rep saying this they aren’t honoring it. Even though I have it in his hand writing with his name and rep ID that Vivint will buy us out of the contract. Their response to me telling them that was “how do I know he wrote it”. Now my landlord is upset because they aren’t paying her system off. She gave me two choices to either pay her the full amount which I can’t do or have them take their equipment which they won’t do.

  

  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 Resolutions

• Initial Complaint

  Date:10/03/2025

  Type:Order Issues
  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 called Vivint Smarthome in September and was told I would have my bill lowered by $15. I never received the deduction. I tried to cancel my service but they wanted me to pay $515. Also my contract in 2024 was extended and I do not remember ever agreeing to this. They told me they recorded me but would not send me proof that I was recorded. I am retired and feel they are going to continue charging me the regular price and will not give me what they agreed to. If I have to somehow pay the $515. I will have to just to end business with them. I am very concerned that even if I pay them the $515. that they will continue charging me. This company is abusing its customers and I feel their business practices are illegal. Thank you.

  

  Business Response

  Date: 10/08/2025

  10/8/25
  
  
  
  
  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

• Initial Complaint

  Date:10/03/2025

  Type:Billing Issues
  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 and moved out 5/02/25. The buyer of my property agreed to take over my Vivint account. I contacted Vivint about this. As of 10/25 I am still being billed (to my credit card) every month. I call them and am told it will be taken care of and it never is. I am so tired of calling them every month and being lied to.

  

  Business Response

  Date: 10/08/2025

  10/8/25
  
  
  
  
  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

  Customer Answer

  Date: 10/08/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23970168, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:10/03/2025

  Type:Service or Repair Issues
  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 23 Sep, 2025, we had a sales person from Vivint (Markus Ward) come to our door and talk about their home security product. We already had ADT for our monitoring service, but Vivint said that they could use ADT’s sensors for doors and windows with their product. The same evening technicians came to remove the ADT system and install the Vivint system. On the third day of installing they let me know that none of my ADT products were compatible and I would need to purchase a total of 8 more sensors, a glass break, and carbon monoxide detector. This totaled roughly $750 dollars. I called the salesman Markus who said he would fix it. The next day he told me to call the customer loyalty department who offered to give me $400 worth of products. Additionally the installers never finished installing the system and about half of the equipment in is still in my living room in boxes. I was told someone would reach out to me to finish the install. Today 3 Oct 25 I called them to find out when they were coming to finish the install and I was told I would have to pay to finish installing the system and that since it was past three days the original offer of $400 towards the sensors was off the table and I would have to pay $550 plus installation. I then said well I'll cancel then and they refused saying I was past the three day period even though I was promised 30 days and the installation was never even finished.

  

  Business Response

  Date: 10/08/2025

  10/8/25
  
  
  
  
  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 Resolution

• Initial Complaint

  Date:10/03/2025

  Type:Service or Repair Issues
  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 was no longer in contract with Vivint and no longer owed my equipment but my bill was still the same. So I called to get it lowered back in 2024. Well now September 2025 I no longer want the service due to the equipment being too old and it not working right so I called to cancel they are telling me since I called last year and lowered that I'm locked in till 2027. No contract was signed no equipment was bought nothing changed.

  

  Business Response

  Date: 10/10/2025

  Vivint Account #: *******
  Case #: CA-********* 
  ??????? ? 
  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 no relation to the business due to stating she was no longer under contract with Vivint and had fulfilled her equipment obligations, yet her bill remained unchanged. In 2024, she called to have it lowered, but when she attempted to cancel in September 2025 due to outdated and malfunctioning equipment, Vivint claimed she was locked into service until 2027. No new contract was signed, no equipment was purchased, and no terms were formally changed.
   
  Vivint’s records show Ms. ****** renewed her term for 36 months and agreed to the Legal Verbal Contract Extension on June 26, 2024.  The phone call was listened to and confirmed. 
   
  A Vivint representative has reached Ms. ****** to assist with this matter via phone and email. After reviewing the account, Vivint has presented two resolution options for Ms. ******'s consideration:

  
  Option 1: Cancellation with full buyout waiver, contingent upon submission of a doctor’s note confirming a terminal illness.

  
  Option 2: Cancellation with a 50% buyout reduction, minus one month of service, totaling $379.26.
  These options are pending account verification and acceptance by Ms. ******.? 
   
  
  To resolve this matter, Ms. ****** may contact Vivint’s representative to proceed with the proposed 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 Resolutions? 

• Initial Complaint

  Date:10/03/2025

  Type:Service or Repair Issues
  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 home security offered their security system as part of a promotion with our solar panel installation. I declined to use the home security product, which was acknowledged and nothing was install. Three years later, the three year promotion ended, and they have been charing me $45 dollars a month since August for a system that was never used or installed.

  

  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 Resolutions

• Initial Complaint

  Date:10/03/2025

  Type:Order Issues
  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 had Vivint as service for several years and in May of this year I decided that I wanted to cancel the service and contact them for a cancellation. Instead of cancelling my service they sent me a new contract that I never agreed to. Since that point I have contacted them several times with no luck in the cancellation. They give me a different story every time and I have spent hours on the phone and on chats with them and I cannot get it canceled.
  
  No one should ever do business with this company. I will be contacting a lawyer soon as that seems as the only way to get it canceled.

  

  Business Response

  Date: 10/07/2025

  10/7/25
  
  
  
  
  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

• Initial Complaint

  Date:10/03/2025

  Type:Order Issues
  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 purchased and installed a Vivint home security system in our house in 2018. In 2024 or early 2025, their sales department sold us an outside unmonitored camera to install into our system. In August 2025, we sold and moved from our house and instructed Vivint to terminate our security system services. Vivint informed us that, at the time that we purchased the camera, Vivint extended our service contract by approximately 10 years (I can't remember the precise number of years), even though our original contract had already expired and a contract extension was never discussed when we purchased the camera. When we sold our house and instructed Vivint to terminate our service, Vivint informed us that, because they extended our entire contract when we added the camera, we were required to pay the full service fee for the remaining 10 years. I disputed the contract extension, since it was never discussed with us. If Vivint's contract terms indeed renewed and extended the full contract term, it was done in a materially misleading manner. I also reminded them that we were no longer living in the house and it was illogical that we would be paying a service fee for services they would not be performing and we would not be receiving. Vivint's customer service representative acknowledged that it would be unreasonable for us to pay the full service fees for a 10-yr period (the payment would be larger than the total amount of payments we made during our 8 years of actual service, which would be an unreasonable result). Vivint's aggressive and underhanded approach has erased any goodwill that was achieved through 8 years of generally satisfactory service. If anyone does business with Vivint, I would strongly advise them to not add or upgrade any service or product after their original start date.

  

  Business Response

  Date: 10/10/2025

  October 10, 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 Mr. ****** and appreciate the opportunity to respond. ?
  
  In the complaint, Mr. ****** has requested the cancellation of his account due to an unknown contract extension and selling the home. Mr. ****** no longer has services and upon attempting to cancel, the account remained active.
  
  Vivint’s records show that upon upgrading the equipment, the contracted was extended for 60 months.
  
  A Vivint representative has attempted to reach Mr. ****** to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to assist in any way and will continue to work with Mr. ****** towards a resolution.
  
  To resolve this matter, Mr. ****** may contact Vivint’s representative to proceed with the proposed resolution. Mr. ****** 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 Resolutions

  Customer Answer

  Date: 10/14/2025

  
  
  Complaint: 23967369
  
  
  
  I am rejecting this response because:

  I spoke with the representative. The resolution they offered was for me to pay them the full amount they claim that I owe under their extended contract. That is an unacceptable resolution, for the reasons I have already expressed. The representative has requested to speak with me again, so we may be speaking again in the near future.

  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 10/17/2025

  October 17, 2025
  
  
  Better Business Bureau of Utah
  3703 W 6200 S
  Salt Lake City, Utah 84129
  
  To Whom It May Concern:
  
  Vivint has reviewed the information provided by Mr. ****** and appreciates the opportunity to respond.
  
  We have contacted them, and a resolution has been agreed upon at this time.
  
  If they have any questions or concerns, they may contact Vivint’s representative.
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
  
  Sincerely,
  Vivint Executive Resolutions

  Customer Answer

  Date: 10/20/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23967369, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******