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:09/30/2025
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.
Complaint Against Vivint Security-I am filing this complaint due to ongoing and unresolved issues with Vivint Security, as well as the lack of support from their customer service despite numerous attempts to resolve matters.There are two critical issues at hand:1.Payment Method Confirmation I have repeatedly asked Vivint to confirm the payment method on file for my account. To date, I have not been given a clear answer. For a security company managing recurring payments, this lack of transparency and responsiveness is unacceptable.2.Vector Security Buyout Obligation When I signed with Vivint, I was explicitly told that Vivint would handle the buyout of my prior provider, Vector Security. Despite this commitment, I am now receiving past-due bills from Vector because Vivint has not followed through. This has caused financial stress and unnecessary complications.The most concerning issue is that I cannot get reliable help or answers from Vivint customer service. Calls and inquiries have gone unresolved, leaving me without clarity on either of these issues.I am requesting the BBBs assistance to hold Vivint accountable and to compel them to:Confirm and document the payment method on file for my account.Immediately resolve the Vector Security buyout as was promised when I signed with them.I would like this complaint resolved promptly.Sincerely,***** ******
Business Response
Date: 10/09/2025
October 9, 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 ResolutionsCustomer Answer
Date: 10/10/2025
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: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 been contacting Vivint for an entire week via Chat to let them know that my garage sensor is saying door is open but it is not. I pay insurance monthly on this system; however they want me to self install a new sensor (I'm 5'4" and the place for the installation is at least 6 feet from the ground). I can't reinstall a new sensor and when I explained this to them repeatedly, they told me they could send out a technician if I pay them $99. This is unacceptable and I've tried working with this company to no avail. I am beyond frustrated with this company as I'm living in my home unprotected. If someone should break in my home while I'm there, the alarm will not go off and I don't even want to think about what can happen to me or my property. They have rebooted the system remotely, had me check the placement of the sensor with a picture and yet they're refusing to send someone out to repair the issue unless I pay $99; even though I pay insurance monthly.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. **************** 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:09/30/2025
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.
To Whom It May Concern,I am writing to formally lodge a complaint against Vivint Smart Home Security System regarding unauthorized charges and their failure to cancel my service as requested.I have not resided at the address associated with my account since March 2025. Despite my communications with Vivint Smart Home Security, my service was not canceled as I requested. I made payments in April and May specifically to ensure the cancellation of my account, yet I continue to be charged for services I did not ********** of now, I have been billed for the months of June, July, August, and September, totaling $243.12. I do not owe any money to Vivint Smart Home Security, as I do not have their services at either my previous or current address.I request that Vivint Smart Home Security cancel my membership immediately and remove the outstanding balance of $243.12 from my account. I would appreciate your assistance in resolving this matter promptly.Thank you for your attention to this issue. I look forward to your swift response.Business Response
Date: 10/07/2025
October 7, 2025
Better Business Bureau of ****
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:09/30/2025
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 offer a 14 days free trial before entering in the contract. I called before the 14 days to cancel my service and I was told I was already in contract and only had 3 days free trial. If I want to cancel the service I have to pay a big amount of moneyBusiness Response
Date: 10/03/2025
October 3, 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: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.
September 24th - I advised Vivint that I had not received the keys to a newly installed "smart lock" - that I'd been told by the technician that in order to get the keys I'd have to have a new lock installed and the technician acknowledged he had a smart lock available. I then called Vivint while the technician was here - and was advised I did not need a new lock and they could and would send keys to fit the existing lock. Vivint then sent a new lock and stated that if I wanted a technician to install the lock, I would be charged.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 ResolutionsInitial Complaint
Date:09/30/2025
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 May 25th, a sales man came to the house to sell a home security system, I was not told that they were running my credit and opening a credit card in my name until the card arrived in the mail, I have called and chatted with the company to cancel and to come pick up their security system and they said I only had 3 days to cancel. They didn’t provide me with an itemize bill of what $5000 was for. I would like them to cancel my service and come take their security system as the salesman was not honest and upfront. Did nit disclose anything about 3 days cancellation policy and the outrageous cost of everythingBusiness Response
Date: 10/07/2025
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 refund and no further contact from Vivint due to stating she reports that on May 25th, a salesman came to her home to sell a security system but failed to disclose that her credit would be run and a credit card opened in her name—she only found out when the card arrived in the mail. Despite multiple attempts to cancel and return the equipment, the company claimed she only had three days to cancel, which was never communicated, and they have not provided an itemized explanation for the $5,000 charge. She is requesting cancellation of the service and removal of the equipment due to deceptive sales practices and lack of transparency.
A Vivint representative has attempted to reach Ms. ****** to assist with this matter via phone and email. Ms. ****** has filed a letter with the Attorney General. Vivint's Legal team is currently working with Ms. ****** to resolve her concerns.
To resolve this matter, Ms. ****** may contact Vivint’s Legal Representative to proceed with the proposed resolution. Ms. ****** may contact Vivint’s representative with any questions or concerns she 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: 10/09/2025
Complaint: 23952941
I am rejecting this response because:
Sincerely,
****** ******Customer Answer
Date: 10/09/2025
I had reached out to Leia from Vivint and we spoke regard's to the Vivint billing discrepancies and the issue has been escalated to *****. I am currently waiting for a call from *****.Business Response
Date: 10/16/2025
October 16, 2025
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Ms. ****** and appreciates the opportunity to respond.
We have contacted Ms. ******, and our legal team is working with Ms. ****** towards a resolution.
If she has any questions or concerns, Ms. ****** 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:09/30/2025
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 VIVINT is overcharging me for Security Equipment just installed on 24sep2025.
I have spent days since then to get resolution through the many phone calls made including talking to Supervisors, Loyalty department, on yesterday I even call the install person and he said he knew of nothing but the phone number he provided which was also a dead end. I have made at least 10 calls spending all day holding on the phone instead the representatives comes back trying to sell me more merchandise. This has been one of the most Horrifying experiencing I have ever had. You can only reach out to Employees who speaks broken English and states they can do nothing about my concern. I never committed to the amount VIVINT is charging me for the cameras and refuse to pay what they are charging and is advising Vivint to come and get the cameras under these circumstances. I am being Overcharged and will not tolerate this . I did go to VIVINT website and complain as well but until this moment no response to my Complaint.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 ResolutionsInitial Complaint
Date:09/30/2025
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 a Vivint customer since May 2023. The system was professionally installed by Vivint and I was told that the equipment carried a lifetime warranty and that once the equipment was paid off (which I did in full within five months), my only obligation would be the monthly monitoring fee. No warranty limitations, service visit fees defined as "then prevailing," or protection plan requirements were ever disclosed at the time of sale, and exist only in fine print.Beginning in September 2025, all three of my cameras began going offline repeatedly: over ***** times in two weeks, with a single camera going offline more than 200 times in one day. They just go offline. This left my home without reliable monitoring and defeats the purpose of security monitoring services if the system cannot detect anything.I spent more than three hours troubleshooting with support and the problems were never resolved. When requested to have Vivint come out, I was told my only options were to pay $99 for a service visit or add an additional $9.99/month "protection plan." Vivint further refused to guarantee that I would not have to pay for replacement hardware to restore the system. When I asked to cancel my services I was told I must pay an early termination fee; something else misrepresented at the time of sale, as I was told paying off the equipment removed the term commitment. After escalating to Vivint's Executive Resolutions team, their claim is I am preventing them from resolving this matter by not accepting service credits and a one-time waived fee. These do not address the fact Vivint's system is unreliable, they misrepresent support and sales processes, and requiring I pay for any replacement hardware to fix a clearly faulty system at no cause of mine. This experience has completely eroded my trust in Vivint as a company that provides security services, and I no longer wish to conduct business with them.Business Response
Date: 10/09/2025
October 9, 2025
Better Business Bureau of Utah
3703 W 6200 S
**************************
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: **************, 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 ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *******Initial Complaint
Date:09/29/2025
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.
Want to cancel service and provider make it hard and difficult. Something can be done in a call they extend process to continue to bill you, so you always owe something to them. Seems a regular business practice.
All I want is to close account/cancel service.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 ResolutionsCustomer Answer
Date: 10/09/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23951227, and find that this resolution is satisfactory to me.As discussed with Vivint representative, my account will be adjusted and all charges cleared to show $0.00 balance and then close account.
Sincerely,
***** *******Initial Complaint
Date:09/29/2025
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.
Cancelation was never completedBusiness Response
Date: 10/03/2025
10/3/25
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 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 ResolutionsCustomer Answer
Date: 10/03/2025
Complaint: 23950660
I am rejecting this response because: I cancelled this service the beginning of February 2024, never have received letter of cancelation. I received a bill out of nowhere almost two years later, i called multiple times to ask about this bill, they only could offer me a sale, I cancelled this and let the company know I do not wish to have this service and still have never received the cancelation notice. The time I have spent on these calls and getting the run around has not made me inspired to hear anything more from this company, i am not going to buy into this scam
Sincerely,
******* *****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 made six 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 ResolutionsCustomer Answer
Date: 10/09/2025
Complaint: 23950660
I am rejecting this response because:
Sincerely,
******* *****Customer Answer
Date: 10/09/2025
I have attemped to call this person back and the number is not valid. I tried multiple times to resolve this close to two years ago and due to negligence on the part of this company still i have not received a cancelation notice, only more scam and potential sales tactics. I have bocked Vivint and no longer with to deal with this company. Ive done research since all of this started happenening once again, and found that this company is known for this, corporate bullying and i refuse to have any more stress brought on by the companies negligence. I never wanted this and would not recommend this company to anyone. I am an old lady and my health cannot tolerate anymore of this harassment.Business Response
Date: 10/11/2025
10/11/25
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Ms. ***** and appreciates the opportunity to respond.
We have made eight 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 ResolutionsCustomer Answer
Date: 10/14/2025
Complaint: 23950660
I am rejecting this response because: as I have responded to this complaint multiple times. This company does NOT wish to cancel this as they should have almost two years ago and only recently by using Dark Web, started trying to bill me after all this time, which proves only further that they are not willing to do what they should have all that time ago. At the recommendation of my legal, I have been advised to not interact with this company any further. I do not get email from this company either, they have been reported for their unauthorized attempts to take money from me and I no longer wish to engage. Stop harrassing me, this is just another tactic to act as if they want to resolve; cancel my service as should have two years ago.
Sincerely,
******* *****
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