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:09/29/2025
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.
Over the years I have repeatedly had issues with Vivint's customer service. Despite the MANY issues with Vivint's customer service I have continued to use them as a home security provider because the system itself works, however, on my most recent install they didn't install the smoke detector despite it being requested several times over the phone, unfortunately on 08/30 a fire occurred at that property and when I called Vivint to ask why I didn't receive a notification or the fire department was alerted I was informed that the system was never installed. Now despite their mess up Vivint is refusing to replace the system that was damaged in the fire. I am requesting a full replacement of the system that was in place plus the smoke detector that was requested but never actually installed a refund of the billing that occurred since I first reached out about this issue on 09/08 up today 09/29, yes I've reached out several times over the month to be constantly redirected and even hung up on when the agent who received my call decided the issue was to difficult to want to deal with, which is two months of billing in total, a pause on current building until the fire rehabilitation is done and as I said the system reinstalled at Vivint's cost with the smoke detector included. I spoke with many agents who let me down over the call but the most recent agents employee badge number provided to me on the most recent call on 09/29, after again being hung up on the previous call, was *******, and his supervisors unique employee badge is *******. The case number provided to me is CA-*********.
Business Response
Date: 10/10/2025
10/10/25
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Mr. ******* and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date: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.
Vivint salesman came to my door and was selling security systems. Said I 30 days to try it and could cancel it any time and would not be charged. As I was looking through a seen where there was a three day limit. When I brought this to the salesman‘s attention, he said don’t worry about it. I told him I would try it and he got the installation installed that day on July 10, 2025. They screwed through my walls to through the brick to the outside. The installation was supposed to be free along with the ring doorbell FREE. He gave me one price of around $54 a month and I agreed to try it out. I was looking through and realized that he ran a credit report for a loan on the equipment (3 door sensors 2 cameras and a doorbell camera) and set me in a contract of 60 months for total of around $3400. That’s just the equipment alone. I immediately called customer service to have it canceled. They have given me the runaround. I talked to 4 to 5 different agents. I have a recording of the last conversation that I had with them which was over an hour and45 minutes long. the last three agents I spoke to said that they were going to escalate the call and I would be getting a refund and services be canceled if the executives agreed that I indeed wanted my services canceled. Since they did not cancel my services on July 10, 2025 after I reached out to them and the sales person requesting it to be canceled Vivint is saying that I cannot cancel it without having to pay the balance off first. It is not my fault that it was not canceled when I called the first time and because it was within the three day Period. They are continuing to charge my auto draft checking account after I have told them time and time to cancel my services. They continuously tell me they’re gonna get back with me and they never do.Business Response
Date: 10/04/2025
To Whom It May Concern:
Vivint has reviewed the information provided by Ms. ********** and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact 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:09/29/2025
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.
I called Vivint April 5, 2025 to cancel my service. They knew my intent. It was explained to me that I'd have a prorated charge for the month and a possible charge for the following month. I accepted that and disconnected all my equipment and haven't used it since. They mentioned an email, but I never received it. I assumed it was a done deal. In April I was charged for all of April and May. I thought it was over. I only caught it on my bank account they were still charging me in ******. I called ****** 25, 2025 and explained the situation to the *** who assured me I wasn't going to be charged and had him verify that I would no longer be charged or receive anymore bills. Yet I received a paper bill over the weekend that said I owed a past due amount of $19.28 and an upcoming bill of $49.13. I total $68.41 due October 3rd, covering me until October 17th. I called Vivint and spoke to a *** who tried to tell me it was my fault because of the email I was allegedly sent and she jabbered on about their "policy." I explained what the previous *** in ****** told me and as she tried to explain for the umpteenth time how it was my fault, I told her I was ending the phone call and she could explain it to your people at the BBB. This should have been over in April. I told them my intent that I no longer needed their services and after that phone call assuming my services were over I disconnected all my equipment, so they're trying to charge me for something I have not used since April 5th. I've told them as much. They knew my intent, but are using a loophole and blaming me. Poor business practices.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:09/29/2025
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.
I signed a contract with the company in June. In the presentation and in the contract that stated I would receive a $200 gift card within two months. It's now been four months and still no gift card. I tried calling the original sales person and couldn't reach him. I also got lucky and got his supervisor's number and he said that he would call me back and didn't. He's not responding either.Business 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 Mr. ****** and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date: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.
9/10 tried to cancel was told would need fm. Wait until trial ends
9/15 spoke to a supervisor employee id ******* states that account would be cancelled without fees
9/29 called to ask when equipment would be removed
**** ******* stated account was cancelled within rights of revision
Still not canceled
Customer service has violated several rights the camera doesn’t work need these removed from property and account cancelledBusiness 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:?
I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond. ?
In the complaint, Ms. ******* has requested cancellation of her account due to promise of an extended trial period and representatives advising that the account has been cancelled.
Vivint’s records show an extended trial was not given and the account has not been cancelled.
A Vivint representative has attempted to reach Ms. ******* to assist with this matter via phone and email. After reviewing the account, Vivint has agreed to further investigate the information provided.
Ms. ******* 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 ResolutionsCustomer Answer
Date: 10/09/2025
Complaint: 23947501
I am rejecting this response because:
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.
I would leave no starts if possible! Vivint is conman company...they sell you on something and then come back later stating they don't remember and can't find any information on the original deal so they conjure a deal off the fly and charge whatever pops up on their head at the momentliterally. I agreed to upgrade my system since I already had a system in place through a Solar deal, so I added some equipment, 3 outdoor cameras, door bell (which they took my old one), and door lock. All of sudden they wanted to equipment payment up front (after they gave me installment of through the life of the loan) which totaled over ***** dollars. The didnt even have the decency to replace the main hub, I bet I still got charged for it.I was sold on a deal where my bill with the new equipment, through installment throughout the loan, would have around 62/month.They came back and informed me they can do it in 4 payments and that I now have to come up with 547/********, they breached the contract, lied to me about what I was going to be charged and about the monthly payments, stole my old ring door bell, and left old equipment and charged me new rates.Wownever ever consider this company, everything that reads this, BUYER BEWARE!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:09/28/2025
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 used a security system called Vivint for 2 properties that I owned. In June 2025, I called to cancel both accounts. When I called, I was kept on the phone for over 1/2 hour and they refused to cancel my account. They kept asking me why and would not cancel it. I hung up the phone and called back, and again, they would not cancel my account even though I repeatedly told them that's what I wanted to do. I hung up again and emailed them that I had canceled the account. I received an email (Vivint document and canceled both accounts. In August, I was charged a monthly service fee on my credit card. The credit card company took care of it and reversed the charges. In September, my credit card was charged again. Vivint called and left a message about my account. I called them back on September 23rd, and after 15 minutes of going back and forth, they still haven't canceled my account and are threatening to disrupt service that I don't have. They continue to call and leave messages.I really don't know what to do anymore. I need this harassment to stop and to stop billing my charge card.Business 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 ResolutionsCustomer Answer
Date: 10/06/2025
Complaint: 23944240
I am rejecting this response because I did speak to a Vivint executive, and they said they would take care of canceling the account and giving me a credit. However, I continue to receive emails and phone calls regarding this account. I have unsubscribed from the emails, but I still received a call today. This needs to stop. I hope someone at Vivint can resolve this.
Sincerely,
**** *****Business Response
Date: 10/08/2025
Vivint Account #: *******
Case #: CA-*********
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 completed Ms. *****'s cancellation request and a cancellation confirmation email was sent to Ms. *****.Ms. ***** 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 ResolutionsCustomer Answer
Date: 10/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23944240, and find that this resolution is satisfactory to me.
Sincerely,
**** *****Initial Complaint
Date:09/27/2025
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.
Summary of the Problem
On Thursday, August 21, 2025 at 9:48 AM, I received a written email confirmation from Vivint’s Loyalty Department (Reference CA-*********, Service S-********) approving six (6) months of complimentary service on my account.
The email explicitly states:
“Your account has been approved for six (6) months of complimentary service, which will be applied within 24–48 hours. This credit will fully cover the past-due balance of $114.73, and no payment is required for this amount.”
Despite this documented agreement:
1. Unwarranted Harassment – After receiving the complimentary service approval, I was repeatedly contacted by Vivint associates demanding payment. These calls were frequent and harassing, causing stress and disruption to my household.
2. Unauthorized Charge – On September 26, 2025, Vivint withdrew $112.69 from my account without authorization, directly contradicting the written agreement that no payments were required during the six-month complimentary period.
3. Failure to Correct the Account – To date, Vivint has not reversed the charge, ceased the calls, or provided a satisfactory explanation for why the promised credit was not applied.
?
Impact on Consumer
Vivint’s actions have caused significant inconvenience and distress to my family, including financial strain, repeated unwanted calls, and the need to dispute an unauthorized withdrawal despite written assurances of complimentary service.
?
Resolution Requested
I respectfully request that the BBB assist in securing the following relief:
1. Immediate reversal of the $112.69 charge and written confirmation of the corrected account balance.
2. Cessation of all collection calls during the complimentary service period.
3. A written explanation of how this error occurred and assurances that such harassment will not recur.
4. Confirmation that my six-month complimentary service remains in effect through January 2026, as originally promised.Business Response
Date: 09/30/2025
9/30/25
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Mr, ******* and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:09/26/2025
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.
Door to door salesman disregarded no soliciting signs. Rang doorbell as well as the ring and then pounded in the door excessively. Representative was extremely hostile. After asking him to leave my property, he said that the product wouldn't work on my "piece of shit" property anyway". The community is full of ex-military an shift workers. No soliciting signs are there for a reason.Business 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 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 ResolutionsInitial Complaint
Date:09/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We had a problem with VIVINT Home not fixing the security service when we could no longer view the videos from both VIVINT Home security cameras at our residence. We changed to Brinks Home Security, they told us that they would pay for the cancelation with VIVINT Home and have it closed out. We had been with VIVINT Home for over four years on a five year contract. So we thought Brinks would pay off VIVINT for whatever was owing to close the VIVINT Home account and cancel the VIVINT Home account 15 months ago! All of VIVINT monitoring equipment was removed when Brinks installed their security system. So obviously VIVINT NEVER checked that they were ACTUALLY monitoring my property, but they continually billed us for their "SERVICE" that they were NOT providing to us!!. I should have gotten a refund of $850 for all the months that I paid them money when they WERE NOT PROVIDING ANY SERVICE TO ME for 15 months at $57.57/mo. Brinks didn't close out the VIVINT account so I found out what was owing then got Brinks to send us a check for that amount, then sent that amount into VIVINT to close the account. VIVINT didn't accept that amount because there was some other fee that was still owing that wasn't included in what they first said I owed to fully close out the account. I assumed we were done with VIVINT, but the calls kept coming and overdue payments kept compiling against us, so we had to pay the $346 that was now due to close out the account. So we paid that amount. The VIVINT Home rep said that the account would be closed and the $211 would be forgiven and to expect an email confirming that the account was CLOSED! We got an email from VIVINT Sep. 3rd, 2025, stating that the account is cancelled/closed but we STILL owe $211.17 and to get that to them before 30 days or they will ding my credit!! VIVINT Home management has been HORRIBLE to me! The representative that I spoke with today said she would, if she could, forgive the pending $211.17 that is still owing! RIPOFFBusiness Response
Date: 10/02/2025
October 2, 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
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