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

  4931 N 300 W Provo, UT 84604-5816

  
• 

  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

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:10/01/2025

  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 had Vivint security cameras installed at my home after being harassed by their door to door sells man just so they stop coming to my house everyday. Was told Id pay a certain amount of money each month and Id have x amount of cameras at my home. The cameras worked when the wanted too. In 2022 my home was broken into at my front door with multiple cameras facing the direction the intruder entered my home. I was attacked and had to fight an intruder out of my home. When officers came they asked to check my security cameras and they recorded nothing. I called vivint the following day to cancel my service and have my equipment to be removed from my house and was told I could not cancel and they wouldnt come get my equipment. I told them I would not pay for a service that did jot work. My account was sold to a credit agency and after my numbers been changed twice I am now getting calls saying I need to pay 800+ dollars for theyre sending my account to a law firm.

  

  Business Response

  Date: 10/07/2025

  10/4/25
  
  
  
  
  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:10/01/2025

  Type:Sales and Advertising 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.

  When I purchased system the salesman stated it would not be a charge for the equipment and installation. I asked what the credit line of $4,000 he started it would be a line credit for if/when I wanted to purchase any additional equipment not for the current equipment being installed.

  

  Business Response

  Date: 10/10/2025

  Vivint Account #: S-********
  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 a billing adjustment due to stating that when she purchased the system, the salesperson assured her there would be no charge for the equipment or installation. When she inquired about the $4,000 credit line mentioned, he clarified it was intended for future purchases of additional equipment—not for the equipment being installed at that time.
   
  Vivint’s records show that Ms. ******* successfully completed the Prove/Au10tix identity verification process. This process is designed to uphold the integrity of our customer onboarding procedures and to prevent fraudulent activity.
  As part of this verification, all required documentation was sent directly to Ms. *******’ verified phone number for her review and signature. Completion of this process confirms that the phone number used is unequivocally associated with Ms. *******.
  All relevant documents were signed through this secure platform, including:
  Terms of Alarm Monitoring, Installation, and Sale, which clearly outline the total cost of equipment and services;
  Fortiva Credit Application, which prominently displays a notice regarding a hard credit inquiry and includes a checkbox for acknowledgment;
  Pre-Installation Survey, which details monthly rates for both Vivint and Fortiva, along with a series of verifying questions.
  
  Vivint relies on the validity of the signed documentation unless the customer can provide evidence that contradicts our records. As of this date, Ms. ******* has not submitted any documentation to dispute the signed agreements.
  
   
  A Vivint representative has reach Ms. ******* to assist with this matter via phone and email. After reviewing the account, Vivint has offered to honor Ms. *******' statement that she was promised free equipment, with valid proof of her statement (Email, text or video), 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:10/01/2025

  Type:Sales and Advertising 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 called to cancel the Vivint service on July 15, 2025 as our daughter sold the home we lived in. We left the security equipment in the home. The representative told us that we would have a buyout unless the new homeowners set up a service account with Vivint. After that call, we no longer had access to our Vivint app account.
  On July 22 we explained to a Vivint representative that Nebraska law would not allow realtors to give out buyer and seller contact information to each other. Thus, we could not give Vivint the buyers phone number. The representative gave us a direct number for the buyers to call to set up a Vivint service account. We passed that number on to the realtor.
  
  We sent a cancellation email to Vivint on July 29. We received no response, so we resent the cancellation email on August 2 and we did receive an email from the Vivint Correspondence Team informing us that they had received our email.
  Our next call on August 6, the representative indicated to us that they had received our July 29 cancellation request and the August 5th charge was our last charge. Each Vivint representative that we talked to on these calls indicated that if the buyers would purchase a service agreement with Vivint, our service account would be canceled with no buyout required.
  On September 19 we called Vivint and the representative indicated that there was another account with our old home address. The buyers had set up a Vivint account. However, since we did not give Vivint the new home owners phone number, they could not transfer our account over to the new home owners. We would still have to pay a buyout to close our account. Vivint is now collecting two fees for one service at that address. We feel Vivint should cancel our account with no buyout, and never contact us again. Every call to Vivint requires you to talk with several representatives, each giving you a sales pitch. To us this is harassment, not customer service. Their word is not trustworthy.

  

  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 received a response from a lawyer.
  
  If they have any questions or concerns, the lawyer may contact Vivint's legal team.
  
  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: 10/09/2025

  
  
  Complaint: 23958740
  
  
  
  I am rejecting this response because:

  This complaint has not been resolved. We did have our attorney contact Vivint requesting that they call us on Monday, October 18, 2025 to discuss the resolution to this complaint. Because of the past communication anxieties Vivint has caused us, we felt we needed to have an attorney sit in on our phone calls to Vivint. When this is resolved, we will let the Better Business Bureau know, however, from our past communication, run around and deception with Vivint, it may be a while.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  

  Business Response

  Date: 10/15/2025

  October 15. 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 rebuttal, Mr. ******** states that an attorney reached out to Vivint to schedule a call to discuss the complaint.
  
  Vivint’s records indicate that on October 9, the attorney contacted a Vivint representative regarding the scheduled call. During this interaction, the attorney provided their contact number in case any issues arose with the scheduled appointment. After coordinating with Vivint’s Legal team, the representative reached out to the attorney’s office and left two voicemails. In these messages, the representative informed the attorney that they would be unable to participate in the scheduled call and advised them to contact Vivint’s Legal team using the information provided in the voicemails.
  
  To resolve this matter, Mr. ******** and his attorney may contact Vivint’s Legal team.
  
  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: 10/15/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23958740, and find that this resolution is satisfactory to me.
  
  

  It is upsetting that customers are confronted with so much deception and have to consult an attorney to take care of the deception. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:10/01/2025

  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 October 1st, I had an installation appointment scheduled with Vivint between 8:00 AM and 12:00 PM. No technician arrived. At 10:00 AM, I called customer service and was told the technician still had until noon to arrive. At 11:55 AM, I called again, only to be told that due to a “system glitch,” my appointment was never properly scheduled—despite email and text confirmations as well as being assured just two hours earlier that the technician was still coming.
  
  I took time off work to be present for this appointment, as required. Vivint’s failure to honor the appointment directly cost me lost wages and wasted time. When I requested that the installation fee be waived as a reasonable resolution, the representative dismissed my concern, made unprofessional remarks, and even suggested that waiving the fee might only be possible if I extended my contract. This is highly inappropriate, misleading, and raises serious concerns about unethical business practices.
  
  After being placed on hold, I was told the best they could offer was a partial refund. This is unacceptable. Vivint failed to provide the scheduled service, inconvenienced me financially and personally, and now expects me to rearrange my schedule and take additional time off work to accommodate their mistake.
  
  I am formally requesting that the installation fee be fully waived in good faith and that Vivint address the conduct of the representative who attempted to leverage my request into a contract extension.
  
  If this issue is not resolved appropriately, I will be forced to escalate further, including reporting this matter to consumer protection agencies, and leaving a formal record of my experience for other potential customers.

  

  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 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:10/01/2025

  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 received Vivint security for free with our solar system 3 years ago. We didn’t want the service at the time but the salesman talked us into it because it was free for 3 years. Fast forward 3 years. I called in April of 2025 to make sure we were not going to be charged for the service. The representative told me I might as well keep it because it is free until August. He also told me that it was set up to stop automatically in August. August comes and never get a bill until the 18th of August telling me I’m 18 days late on the payment. I call customer service and they said they have no cancellation notice but they see that I did call back in April. They then tell me that they can’t cancel the service because there is a balance on my account. I paid the balance and set up the cancellation. I get a confirmation number for the cancellation ( S-*******) I asked them “so we are good, I don’t owe you anything and the service will be cancelled “ they said yes, you are good. October comes around and I get a bill. I call them and they say it takes 30 days for a cancellation to happen. Meanwhile they charge you for the service another 30 days. I had no choice but to pay them. Terrible company

  

  Business Response

  Date: 10/07/2025

  October 7, 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

• Initial Complaint

  Date:09/30/2025

  Type:Billing 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 August 27th 2025 a vivint rep installed the alarm system at my home,the total bill was 747.24, i paid 290.00 that day that's what rep said and the contract states that the non financed amount is 216.81 , shows 0 charge for installation fee and activation fee, monthly bill shows 69.46. I called 3 weeks later to cancel because i couldn't make the payment due Sept 29,2025 rep said she will adjust 5.00 so now 65.00 and no contract, i said ok but if if i can't pay it I just call back to cancel? she replied yes, she didn't say anything about cancellation period, neither did the rep when he installed system. I called on Friday again September 29, I was told to call back monday because that dept was closed. I got an alert on Monday Sept 29 2025 from my bank stating a Vivint charge for $245.45 so i call the bank,they told me to call back in a few days once it processed to dispute it, I call Vivint about the money and the rep was going on about different amounts so i asked for another rep with a whole different story also said i need to speak to collection dept to pay for the equipment, no one told me I was buying the equipment i thought i was renting it. I asked for the supervisor, I tell him I need to cancel my account and delete my card information from the website and he refuses to do either, then starts to give me different options stating that i can pay 170.00 for 4 months, what? 170.00 X 4 is 680.00 and I've already paid 290.00 plus the amount of 245.45 that is pending plus 39.99 that i paid before the installation, then he gave me another option to pay 250.00 for 4 months, that's over 1000.00. I told him 3 times and he won't cancel he said i need to pay 900.00 to cancel, that's more than the contract amount!!!I Scam!! I asked for corporate number and he said he was handling the call, i finally hung up on him, he wasn't listening, very POOR customer service, and now I don't know how to cancel it. I don't understand why this company is still in business.

  

  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 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 Resolution

• Initial Complaint

  Date:09/30/2025

  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 had my system installed on August 23, 2025. I paid for all new equipment. Of the things that I paid for I have a carbon monoxide detector that was alarming that it wasn’t working a camera that was set upoutside that will not stay in place and a door sensor that fell completely off and now will not register. I contacted the company to fix it. They told me that they were gonna charge me to have someone come out. The equipment is clearly faulty or was notnew which it should’ve been. There is no reason that in less than a month multiple things should be going wrong when I complained about the monoxide detector battery the customer service agent somehow went into the system and made a notification pop-up that I replaced the battery so now I don’t have a notification that it’s not but I’m sure it still isn’t which is a safety hazard. And they wanted me to spend my own money in time to install something new or re-glue up the sensor, which I do not have correct materials for. And it should have been done right the first time since I paid for it.
  My first interaction was fully chat. So then I called the company and requested to speak to a manager. She wouldn’t let me talk to them until I explained the entire situation again then. she asked me to be on hold while she got her manager then she got back on the phone and asked me to hold again. I held for a few minutes and then got a notification that they were no longer going to be open and no one could talk to me and it hung up on me. and it hung up on me.
  I have yet to receive a resolution. I cannot set my home alarm because my sensor is not working and it is dangerous that I don’t have a carbon monoxide detector or the camera outside my home.
  
  I also want any charges for the time that I am waiting for them to fix it taken off my bill

  

  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 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 Resolutions

• Initial Complaint

  Date:09/30/2025

  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 would like to file a complaint against Vivint Home Security for fraudulent sales practices and intentional deception. I contacted this company to have security system equipment installed at my new residence. I previously had this service at my old residence and was advised that I could continue the service/contract after I relocated. Due to unforeseen circumstances I had to purchase new equipment but was informed by ***** in the loyalty department that it wouldn’t be a problem and I could continue my current contract. He also promised a discount to the new equipment. Most importantly when I informed him that the contract he was making me sign had incorrect information, specifically monthly charges and contract terms, he said to disregard that because he would make the changes to reflect what he promised after the fact. I believed/trusted him and sign the document he texted to me. Unfortunately he had mislead me through everything and did not honor what he had agreed to. After speaking with ********* and then *****, supervisors in the loyalty dept., and after them reviewing the actual recorded transcript of ***** and my conversation, they also refuse to fully honor what they verified was told to me and what I relied on when making my decision to sign the agreement. After many attempts I was unable to get ***** to return my phone calls and was not able to speak with another supervisor. To resolve this matter, I would like ALL equip discounted, 36 month contract (I have already paid into the 36 months) and a monthly monitoring fee of 24.99. Thank you for your assistance in this matter. ***** *****

  

  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 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:09/30/2025

  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.

  Vivint has been charging me $66 per month for an account that is not mine. The account is not under my name, not my email, and not my address. I never signed up for Vivint services.When I called to resolve this, Vivint stated they would send me a letter with a code that I must provide to them in order to stop the charges. I have never received this letter or code. Despite that, Vivint continues billing me month after month.This is unauthorized billing. I want the charges stopped immediately and all unauthorized amounts refunded.

  

  Business Response

  Date: 10/07/2025

  To Whom It May Concern:
  
  
  
  I have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
  
  
  
  A Vivint representative has reached out to Mr. ****** and a resolution has been agreed upon. At this time, Vivint has agreed to reopen the case once Mr. ****** receives the documentation to access the account. Mr. ****** may contact Vivints representative directly if there are any questions or concerns regarding this matter.
  
  
  
  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
  
  
  

  Customer Answer

  Date: 10/17/2025

   
  Complaint: 23955784
  
  I am rejecting this response because:

  Ive been charged monthly by Vivint for an account that I never signed up for or authorized. Since July 2025, Vivint has billed my **** card $66 each month for a service that was never properly set up and that I explicitly declined. The account they have on file contains a wrong email, wrong mailing address, and a code word I never created. Ive called Vivints customer service 16 times asking to cancel this unauthorized account. Each time, I was told that a verification code must be mailed to me before they can proceed. That code has never arrived, even though theyve repeatedly promised it within 37 business days. I later discovered the address on file was wrong, which explains why I never received anything yet Vivint still refuses to cancel or refund me. I also filed a previous BBB complaint, but it was prematurely closed when Vivint responded that they were waiting for the code to arrive. This is not a resolution. Ive made every reasonable attempt to cooperate, and Vivint continues to delay while charging me for a service I never used, signed for, or agreed to. Vivints refusal to stop billing and inability to correct false information shows a serious lack of accountability. This situation is now ongoing for nearly four months with no progress or communication that resolves it.

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

  

  Business Response

  Date: 10/21/2025

  10/21/25
  
  
  
  
  Better Business Bureau of Utah 3703 W 6200 S
  
  **************, **********
  
  RE: Consumer Complaint Case #: 23955784
  
  Complainant: ******** ******
  
  Vivint Account #: **********
  
  Date of Agreement: 7/29/2025
  
  
  
  
  To Whom It May Concern:
  
  
  I have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
  
  
  A Vivint representative has reached out to Mr. ****** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel Mr. ******** Vivint account. Mr. ****** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
  
  
  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

  Customer 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:09/30/2025

  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 trouble with the system for many months. I am now moving and called to cancel my service. They said that instead of cancelling, I could put my account on hold for up to 12 months until I have my new residence, but to do that, I would need to sign up for a new 12 month contract because my current contract commitment was expired. When I said I didn't want to do that, after much arguing about why I shouldn't cancel, they said I had to give 30 days notice and would be charged for an additional month. If I am not under a current contract term, why would I need to provide 30 days notice? I do not agree to this and want this final month charge refunded to me. The poor service was bad enough, but now they are trying to make me pay for an extra month of service that I do not want.

  

  Business Response

  Date: 10/04/2025

  10/4/25
  
  
  
  
  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 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 Resolutions

  Customer Answer

  Date: 10/06/2025

  
  
  Complaint: 23954907
  
  
  
  I am rejecting this response because all that was done was sending a request for me to try and keep the service.  What I want is immediate cancellation (since I am unhappy with service and was told by your rep that we are not under contract).

  No one has emailed or called to resolve this as was said in their response.  The only email and text we received just said that they received our cancellation request.  I do not want to wait 30 days for a cancellation when their own rep said we were not under contract and the service has been having issues for some time that have gone unresolved.  We do not want to be billed for another 30 days service when we no longer want it.

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

  

  Business Response

  Date: 10/08/2025

  To Whom It May Concern:
  
  
  
  I have reviewed the information provided by Mr. ********* and appreciate the opportunity to respond.
  
  
  
  A Vivint representative has reached out to Mr. ********* and a resolution has been agreed upon. At this time, Vivint has agreed to expedite the cancellation process, however we are awaiting Mr. ********* to provide account information to access the account. Mr. ********* may contact Vivint’s representative directly if there are any questions or concerns regarding this matter.
  
  
  
  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