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:10/02/2025
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 been automatically charged for a service not rendered for over 1 year. The panel is expired and hence will not work. They know this. The system has been out of service and my card has been charged all this time. Today, tried to cancel the service with cancellation of the current balance of $243. I felt this is reasonable since they habe been charging me all this time. The 1st rep said if i pay $47 dollars to restart service they would cancel the last 3 months balance. The 2nd vivint customer loyalty service representative said I can only cancel if I paid the balance. I have never encountered or heard of such a policy. I just want it canceled and remaining balance wiped. I have tried to use their online portal in the past and it doesn't let me access customer servicecstuff though i can sign in. Thanks for your time!
Business Response
Date: 10/10/2025
October 10, 2025
Better Business Bureau of Utah
3703 W 6200 S
**************************
To Whom It May Concern:
Vivint has reviewed the information provided by Ms. **************** 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: 10/17/2025
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,
MNInitial Complaint
Date:10/02/2025
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 became a Vivint Customer in 2021 after buying my home and using their services for home security. The home was recently sold and for the past two weeks I’ve been trying to work with Vivint to transfer my account to the buyers. First I was told to share the contact information with the buyers, which I did. Then I was told I had to pay off the remaining balance on the equipment before the account transfer could be completed.
On 10/1 I called the Billing Department to confirm the amount, which they told me was $417.82. I paid in full over the phone and they said my account was clear and the transfer would go through. I asked for confirmation in writing and nothing was sent
On 10/2 I received a call from the Account Transfer team saying I owed $313.79 and that Billing gave me the wrong information. I called Billing back and they confirmed that my account was clear, I once again asked for confirmation and nothing was sent. While I was on the phone with Billing, I received emails from the Account Transfer team for an invoice for the $313.79. They changed my billing date from the 10th to today with no option to turn off Autopay and another email that the Account Transfer could not be completed.
I called the Account Transfer team again, after 3 transfers and over an hour on the phone, I was told I could close my account for $63.79, that I would receive a credit for the remaining $250 after 24 hours and my account would be cancelled after 30 days. I was sent to Billing and asked for all of the details of the cancellation process to be sent to my address while I was on the phone before I made any payments. Billing told me they couldn’t send any emails, I asked to be transferred back to the Account team and the call was disconnected. I have still received nothing in writing. My only option was to cancel the card on file.Business Response
Date: 10/14/2025
10/14/25
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 ResolutionsCustomer Answer
Date: 10/14/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23965421, and find that this resolution is satisfactory to me.
Sincerely,
***** *********Initial Complaint
Date:10/02/2025
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.
This is regarding many attempts to have the Vivint account disconnected. All notes have been captured in the account regarding my many attempts to cancel and disconnect the account. This last call to Vivent cancellation department resulted in them calling Fortiva on a three way call to verify equipment was paid off. Once verified, Vivent immediately cancelled my account. The remaining balance was to be covered by Vivent as it was determined that the account was paid in full. I have been receiving continuous text messages that there was a remaining balance in the account. Of which I then contacted Vivent to verify. They have stated multiple times that the account was disconnected. The lack of customer service and due diligence has resulted in this account to go to collections. The result of this collection has now disqualified me from a business loan of $250k. I’m a seeking help in this matter as it has now resulted negative for my families future financial status.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 and removal from collections due requesting cancellation multiple times.
Vivint’s records show that Mr. ***** requested cancellation, however the account remained active.
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, pending account verification and acceptance by Mr. *****.
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 ResolutionsInitial Complaint
Date:10/02/2025
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 cancelled the Vivint account on 9/1/25 before the next billing cycle started. I was charged for $44 on 9/2/25. Then I was told to receive the refund within 30 days. Not only I didnt get the refund, I was charged another $44 on 10/2/25! I should be given $85 refund. I also see there are 1000s of complaints against Vivint! I have all the emails from Vivint. I called twice but they hang up the phone. BBC should investigate and challenge their bad customer support processes. For your reference, your service number is S-*******.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 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:10/02/2025
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.
The complaint is with Vivint Security system, we were told that if we would allow Vivint to put a sign in our yard, that we would not have to pay monitoring or equipment fees, that everything would be free, since then we have been recieving bills, we have spoken with Vivint 2 times requesting that they come and pick up the equipment because of false advertisement, we are Senior Citizens on fixed income and feel that we were taken advantage of, please help cancel the contract and please advise as to what I need to do for Vivint to come pick the equipment up, my email address is *****************Business Response
Date: 10/09/2025
October 9, 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:10/02/2025
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 initially reaching out regarding an issue with my equipment. I had been putting this off for a while so I'll own that portion. I reach out via chat and provide my name, number, and vivint's super secret password that nothing can happen without. Only to then be held up by not providing my address? Using public info to verify an individual is the silliest form of security theater around. Especially after I've already provided my secret password. I end the chat and login online. I'm successfully verified after providing my email, password and receive the text and provide the code that i receive. From there I receive a message that I'm unable to access my acct b/c the email I just used to access "my acct" isn't a verified user on the acct i've been using for 5 years. Not to mention the mobile app that i've been using for hte same 5 years doesn't have that issue. After calling a rep i was informed that the email listed isn't my email and its essentially been in place since the acct started. i have no idea how any of this is possible and navigating the phone/chat support is torture. them not understanding me, me barely able to understand them. all the while being no closer to the reason i actually reached out for support. imagine reaching out to report faulty equipment only to find your acct was improperly setup[ from day one apparently. what a complete joke of an outfit. AND MY EQUIPMENT IS STILL FAULTY!!!Business Response
Date: 10/08/2025
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 the complaint, Mr. ****** requested a billing adjustment due to account accessibility and verification issues.
A Vivint representative reached out to Mr. ****** by phone to assist with this matter. However, Mr. ****** declined to proceed with the account verification process. As a result, Vivint is unable to assist with the account without completing verification.
At this time, the matter is considered resolved. Mr. ****** may 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: 10/09/2025
Complaint: 23962522
I am rejecting this response because: the Vivint account verification process is flawed. Granted, one of the issues is the fact my email is wrong, and they have yet to confirm how the wrong email was associated with my account. If you called me on the phone number associated with my account, why would I need to further verify myself. This kind of security theater is part of why this complaint was filed in the first place. It would also help if someone speaking fluent (whatever the account holders language of choice is) is the person reaching out. At this point in the process I should not still be talking to customer service reps. If you're serious about addressing any of the issues lodged in either of my complaints, have someone with some seniority as well as actual authority reach out to me.
Sincerely,
***** ******Business Response
Date: 10/17/2025
Tell us why here...October 17th 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. ****** in his 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 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: 10/20/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23962522, and find that this resolution is satisfactory to me. Satisfactory is an overstatement. More like I've agreed that this team doesn't fully understand my issue. No matter how much they say they empathize, or understand, or (insert cliche) Customer Service speak. Their policies are their policies, and they'll follow them, or not depending on who you interact with. I still feel this entire process has been a joke. So much so that the last person that reached out was so eager to accept my concession that we almost didn't address the actual issue. Trash Company, lackluster Customer Service, the only thing they excel at is slow responses. And when they do touch base, they're more likely to lull you into submission rather than make strides towards addressing any real problems.
Sincerely,
***** ******Initial Complaint
Date:10/01/2025
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.
Front door salesman for Vivint misrepresented everything regarding onboarding for security system. He omitted information and pushed us to sign any and all contracts then and there and didn't give us the opportunity to think about the decision. He didn't let us ask questions and said it would all the information would be sent to us in an email after we got started. On top of this information that was omitted and probably hidden within all the contract, an application for a credit card was made in my name and omitted the fact I would be using this credit card to buy the equipment. I wasn't read or informed of any disclosures regarding the FCRA and the company is known for very bad contracts and has had MANY lawsuits made against them.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:
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:10/01/2025
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 bought a hone security system and they breeched the security by sending my safe word through an insecure email line through a chat bot on their website from a phone that I have never used my Vivint app with before and **** asking me any security questions while my phone that I usually use was in the shop and they are still trying to charge me almost 2000 to cancel my service and All at Once They won't take payments and that part is not in the contract!Business Response
Date: 10/07/2025
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:10/01/2025
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 cancelled our service with Vivint via Telephone in May 2025 because we moved out of the house. We have been fradulently charged for service from June 2025-October 2025. I called customer service today (October 1, 2025) and was transferred to 4 people. The call was 45 minutes and I was told that they do see that I cancelled service in May 2025 but they need the cancellation in writing so I had to respond to an email that was sent in May 2025. I was not told this on the phone in May 2025. I do not have an email from May 2025. I asked the rep to resend the email and he said he was unable to do so and there is not another way for us to "officially" cancel service unless I respond to that exact email. Since I am unable to respond to an email that I never received, I am considering the charges fraudulent at this point. They are aware I have asked to cancel service beginning May 2025 and are refusing to do so, despite that have not used the service since May 2025.Business Response
Date: 10/08/2025
October 8, 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:10/01/2025
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.
The company charged me money for a product that was never working, installed a faulty product in my home that cost over $8,000 to fix the damages of. Sent in receipts and was promised reimbursement but never was. Salesman made sexual remarks when installing technology and was promised reimbursement that was never received. Company made it extremely difficult to cancel service and vaguely threatened safety of children when trying to cancel plan.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:
Vivint has reviewed the information provided by Ms. ***** and appreciates the opportunity to respond.
We have made an attempt 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 Resolutions
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