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
- 8,352 total complaints in the last 3 years.
- 2,971 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:09/23/2024
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 continue to be charged for either a residential account or business account that has been closed respectively 4 months and one year ago.I continue to call Vivint and get nowhere with them. I continue to get charged. Simply I want expunged from ALL records associated with Vivint; account numbers, addresses, phone numbers, and emails. Second, I do not want to have to check my account making sure they no longer charge me for services I am no longer receiving.Information they might ask:residential address: ************************************************ email: *********************** phone: ************
Business Response
Date: 09/30/2024
September 30, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22324306
Complainant: Gerld Ackerman
Vivint Account #: *******
Date of Agreement: July 8, 2020
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 remove the Vivint Agreement from collections and to keep the account closed. ********************** also agreed to forgive the remaining Fortiva equipment line of credit balance without further penalty effective July 28, 2023. 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: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had solar installed on my home. At the time I had one system on the home already from pink solar that went out of business. The sales person that I talked to told me they could merge the systems and take over the system I had already. So I agreed to the new system under the understanding I would have 1 system on my house. When the contractors a 3rd party came out they did not know anything about my system on the house and could not connect to it without the work order. The workers said it would not be hard to come back out and do it later. The system was installed with 2 different systems now on my home. Now I think it would be harder to sell my home because of this. They companies Vivint and Freedom home solar are laying the blame on each other and taking no part of what was done to what was promised.Business Response
Date: 09/30/2024
September 30, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22323978
Complainant: ******* Hawn
Vivint Account #: *******
Date of Agreement: August 24, 2023
To Whom It May Concern:
I have reviewed the information provided by Ms. **** and appreciate the opportunity to respond.
In her complaint, Ms. **** states that she was told by the sales representative that her old solar system could be merged with the new one. She states when the installer came out, they were unable to merge the systems. Ms. **** states the installer told her they could come back and merge the systems. Ms. **** desires to have the job completed.
Vivints records indicate that Ms. **** signed the Solar Agreement on August 24, 2023. Vivint is currently conducting further research to find an amicable resolution.
A Vivint representative has attempted to contact amicable via phone to assist in resolving this matter. Ms. **** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/23/2024
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 submitted the required form on June 28th via email for cancelation of my old house as I sold it. My equipment was fully paid for and the service and account was supposed to be turned off in 30 days. I have made now 4 calls to Vivint asking them why the account is still active, I am getting all the alerts of when the doorbell rings, a package is delivered, of the new home owners. I have been billed now for Aug and just received notice that of Sept billing.Business Response
Date: 09/30/2024
9/30/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22323735
Complainant: ******* ****
Vivint Account #: *******
Date of Agreement: 4/12/2023
To Whom It May Concern:
I have reviewed the information provided by Mr. **** and appreciate the opportunity to respond.
Vivints records show Mr. ***** account was cancelled on September 23, 2024 and a refund of $84.28 was issued. 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: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/23/2024
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.
After 2 month of trying to cancel my service after being a customer since 2017 I was offered and upgraded system. I accepted this offer at $350 spread over a 5 month payment plan only to wake up and find that they pulled the full amount out of my account. When calling customer service they stated they could see that it should have been on a plan but was not. They offered to file a ticket but that would take 5-10 business days with no promises they will correct the issue. Basically if they have your account they can take whatever money they want when they want it.Business Response
Date: 09/30/2024
9/30/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22322976
Complainant: ****** ******
Vivint Account #: *******
Date of Agreement: 2/7/2017
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
A refund of $371.51 was issued on September 27, 2024. Ms. ****** may contact Vivints representative directly if she 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: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/30/2024
Complaint: 22322976
I am rejecting this response because:
This does not address the issue that the money was not authorized to be taken out of my account. The only reason the refund was posted today is because I literally called every single day. And was on the phone for hours a day. This does not address the unauthorized activity by the company.
Sincerely,
****** ******Initial Complaint
Date:09/22/2024
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 door locks with Vivint and for the past
Four nights, the lock has been unlocking itself at a specific time of the night. I happened to notice when I randomly checked activity one night. It had happened two nights before I noticed. I locked the door again when I noticed this and called Vivint immediately. They were less than concerned and could offer no resolution. My home was completely open for two nights before I even realized there was a problem. One associate told me that because I called after the time it happened I should be OK now and completely brushed it off. I called each night and even during the daytime for someone to troubleshoot and was told that someone would come out after the weekend on a business day to take a look. They didn’t care that I would be left exposed for days before. I would like for them to come and take their lock and reimburse me for the monies I paid. I am paying for the security system through a third-party loan so I’m not sure how that would work. Even if they were able to fix the issue, I would not feel safe because it could happen again at any random moment. I also don’t believe that they know what the issue is because all five associates could not tell me why this was happening and kept reassuring me that it was fixed again the following night.Business Response
Date: 09/30/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ********
Vivint Account #: ********
Date of Agreement: February 9, 2018
To Whom It May Concern:
I have reviewed the information provided
by Ms. ******** and
appreciate the opportunity to respond.
A Vivint representative has reached out to
Ms. ******** and a resolution has been agreed upon. At this time, Vivint has
agreed to follow up with Ms. ******** no October 11, 2024, to ensure her door
lock is still functioning properly. If Ms. ******** is still having issues with
her door lock, Vivint agrees to provide a credit on the account to cover the
cost of the door lock or to have it replaced. Ms. ******** may contact Vivint’s
representative directly if she 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: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/22/2024
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.
System purchase on 9/14/2024 to a elderly customer over 85 years. Company said technician would come out to make any necessary adjustments to System for 120 days. System continously alarms at night. Frightening elderly customer. Customer calls vinint and they are telling the elderly person to fix the system her self. Vinint is refusing to come out unless the customer pays more money. Vinint is taking advantage of elderly people. I am filling this complaint for my mother because she is unable to file for herself. I think vinint knows this and have been unresponsive to her numerous complaints. Ms. *** paid vinint ****** which is a large sum of money for some one on social security. Vinint has left her with a system that does not work and the will not return to fix it. Vinint has not tried to fix the problem. Vinint is unarming the system to make the alarms stop. This defeats the purpose of having the system. I am very disappointed in Vinint customer service and their treatment of the elderly. The customer would like for ****** to fix the problem and follow up to make sure the customer does not keep having these issues or return the customer's money. The last gentleman my mother spoke with was very rude and told an elderly customer he was mailing a battery in the mail and she would have to fix the system herself. This is unacceptable. I would like for someone to reach out to my mother with a phone call. She is not handy with the computer so a phone call would work best.Business Response
Date: 09/30/2024
September 30, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22322092
Complainant: Pearl Sly
Vivint Account #: ********
Date of Agreement: September 14, 2024
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** *** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Ms. *** via phone in an effort to address and resolve the current issue. Ms. *** indicated that she has not yet received the replacement sensor and would contact Vivint once received for further assistance.
For any additional questions or concerns regarding this matter, Ms. *** is encouraged to reach out directly to ********************************** / ************).
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/21/2024
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.
2000 characters isn’t long enough for everything. But Kaden, our sales rep lied to me multiple times and after telling him no multiple times he talks his way into my house and keeps “promising” me a bunch of lies. Said he had to do a “soft” credit check to ensure I get the best deal and not that it was going to open credit and cards. I told him no again at that point and told me it wasn’t for anything else. Finally after saying no 20 different times he pulls out the Notice of Cancellation which clearly states 30 days NO OBLIGATION OR PENALTY, also 3 months free. When I tried to cancel before 30 days vivint told me that there was no 30 period and they couldn’t do anything about it and they would “try” to contact him. They weren’t able to but I was in contact with him even telling him the issue. He then tells me that he got it sorted and that vivint would schedule an appt to get all their stuff. I called vivint the next day and they didn’t see anything on their end. Conveniently now after the 30 days and hours on the phone they started to ask for proof of all this so I sent them emails with everything. After more hours per day I finally was told that it was cancelled. 5 days later I get an email saying it was denied. So I spend another few hours on the phone and was told the same thing. Again 4 days later I get another email saying it was denied even tho this time I made it very clear that it was cancelled on the phone. Everytime I call the reps can never do anything and it’s at least 1 hour to get no where. I can never talk to a manager and I just get the run around and they want me to pay like 5000$ to cancel. I received a credit card in the mail before the first 30 days was even up even tho no obligation and even then was supposed to get 3 months free I didn’t even get 1 week for free. The company is horrible and everyone down to the sales rep is a big LIAR. Last two phone calls with them 2+ hours, the loyalty dept has just hung up on me and never got evenacallbackBusiness Response
Date: 09/25/2024
September 25, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** ********
Vivint Account #: ********
Date of Agreement: July 6, 2024
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 remove the Vivint installed equipment. Upon removal of the equipment Vivint will fully cancel the Vivint Agreement, provide a full refund of any payments made directly to Vivint and full closure of the equipment line of credit. Mr. ******** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/21/2024
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.
My information was use to open a credit line of 4000 that I did not authorize. Sales representative lied to me and open an account after I explained to him that I didn't want to open a line of credit. He told me that he was using my information to get a security system from Vivint but I later got a letter that I owed fotiva. I've been trying to cancel with both Vivint and fortiva but they refuse to help.Business Response
Date: 09/30/2024
September 30, 2024
Better Business Bureau of ****
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 22318052
Complainant: *********************
Vivint Account #: ********
Date of Agreement: August 12, 2024
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
In her complaint, Ms. ***** states that her information was used to open a credit line of $4000 that was not authorized. Ms. ***** states that the credit line was opened after being told it was not wanted by the sales representative. Ms. ***** desires to have the equipment removed and the monitoring service cancelled.
Vivints records indicate that Ms. ***** signed a Purchase and Services Agreement (Agreement) on August 12, 2024. On September 13, 2024, Ms.***** called Vivint saying the sales representative was unprofessional and requested to cancel the Agreement. Vivints representative provided Ms. ***** with three months of free monitoring service. Ms. ***** was also provided with information on the cancellation process. On September 20, 2024, Ms. ***** called to dispute the Agreement as both her names appear on the Agreement. On September 21, 2024, Ms. ***** called to dispute the amount of the equipment line of credit as she did not have all of the equipment installed. A request for submitted to have the line of credit adjusted.
A Vivint representative has attempted to reach Ms. ***** to assist with this matter via email. After reviewing the account, ********************** agrees schedule a Smart Home Professional to remove the equipment. Once removed, Vivint will proceed with a full cancellation of the monitoring service agreement, a full refund to ******* for the equipment line of credit, and a refund of all payments made directly to Vivint.
To resolve this matter, Vivint agrees to the resolution as stated above. Ms. ***** may contact Vivints 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: **************************************, or fax number: **************, Attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/20/2024
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 purchased a home with closing on 9/12. The seller had a Vivint security system that was left in the house with an active contract. We are not going to take over the contract. When we took possession of the home the alarm was left active and pin was not supplied by the sellers. The police were called and we provided proof of ownership of the home to resolve. Selling realtor provided information to disarm the system. We contacted Vivint to turn off seller access to security equipment to include, doors, panel, cameras, etc. I understand sellers should have handled this but they did not. Vivint refused to assist after spending over an hour with their support line and is continuing to enable unauthorized access to our home. We were told that they could help ensure our security if we paid to take over the account and were left without any resolution. I understand Vivint and the sellers have a contract. However, we have proven ownership of the property and the equipment was included in the sell of house but account transfer was not. I am looking for proof that Vivint is no longer allowing access to the locks, cameras, and microphones in our house to unauthorized personnel through their systems and applications. Any funds remaining on the contract between the previous homeowner and Vivint does not concern me but my families security does which Vivint is putting at risk.Business Response
Date: 09/26/2024
9/26/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22316874
Complainant: ****** ****
Vivint Account #: *******
Date of Agreement: 10/10/2020
To Whom It May Concern:
I have reviewed the information provided by Mr. **** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel the account. The account holder may contact Vivints representative directly if they have 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: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/26/2024
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. Thank you for resolving the matter.
Sincerely,
****** ****Initial Complaint
Date:09/20/2024
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 recently had a technician visit my home for the installation of a system. During the visit, I was instructed to sign documents sent to my phone. These documents were lengthy, and given the technicians presence, I was unable to fully read them. After processing the documents, the technician requested to scan my ID, which I declined. I believe storing my ID in their system poses an unnecessary security risk, especially in the event of a data breach.When I expressed my concerns, both the technician and the manager informed me that they would not be able to activate the system I had signed a contract for unless I provided my ID. Additionally, I later realized that the initial documents I signed enrolled me into a 37-month contract without fully understanding the terms due to the rushed process.I find this situation unacceptable and am concerned about the security of my personal information as well as the transparency of the contractual process.I hope this matter can be resolved promptly.Business Response
Date: 09/26/2024
September 26, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22316398
Complainant: ******* ********
Vivint Account #: ********
Date of Agreement: September 19,2024
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 the monitoring service agreement effective September 19, *******. ******** has no further obligation to Vivint. 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: **************, attention Department 160 Legal.
Sincerely,
Vivint Legal
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