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
- 8,365 total complaints in the last 3 years.
- 2,957 complaints closed in the last 12 months.
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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:09/02/2024
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.
August 7th a guy named Nick S******* came to my house from Vivint to sell a smart home security system I listened to what he had to say and it sounded good at first. He said the security system doesn’t go offline if wifi goes out and he said I wouldn’t be put in a contract and it’ll be a month to month basis which I thought was better than ADT. And he said they’d buy out my contract from ADT. They install my stuff that night and my wifi goes out the next couple of days and so do my new cameras. The send me a gift card style card to pay off my ADT contract well it doesn’t work. It gets me frustrated and I contact Nick and he says he will contact them about it and said I should try again another time. Well it’s a week after and I don’t hear from him I text him and he said he hasn’t heard from them about sending a new card and suggest I try the same one again. At this point I’m fed up and I want to cancel. Well I call Vivant and I said I wanna cancel my services and today is Sep 2nd. So not even a month I’ve had this service. When I’m on the phone with them and trying to cancel they said I need to buy out the contract to cancel and I said I’m not in a contract I was told it was month to month and then they said the equipment is financed from Fortiva so then I call fortiva and I say close my account because I didn’t use any of the money you gave me to pay ADT. And they said okay yeah and they closed my account with them then they said a Vivint tech will have to come pick up the equipment and I said okay let me call them back and I did and they said they still can’t cancel my account due to my equipment being financed still and I said my fortiva account is closed because I never spent any money from them but they still can’t cancel my account and keep wanting me to pay and said my trial is up but my trial was only 5 days and I didn’t even know there was a trial my sales rep didn’t tell me. He also didn’t deny being fraudulent with the contract I have messages from him
Business Response
Date: 09/10/2024
September 9, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22229623
Complainant: Richard Mowery
Vivint Account #: ********
Date of Agreement: 8/7/24
To Whom It May Concern:
I have reviewed the information provided by Mr. Richard Mowery and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. Mowery and a resolution has been agreed upon. At this time, Vivint has agreed to cancel Mr. Mowery’s Agreement and loan once the equipment has been removed from his home. Mr. Mowery may contact Vivint’s representative directly if he has any other 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: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalBusiness Response
Date: 09/10/2024
September 9, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22229623
Complainant: Richard Mowery
Vivint Account #: ********
Date of Agreement: 8/7/24
To Whom It May Concern:
I have reviewed the information provided by Mr. Richard Mowery and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. Mowery and a resolution has been agreed upon. At this time, Vivint has agreed to cancel Mr. Mowery’s Agreement and loan once the equipment has been removed from his home. Mr. Mowery may contact Vivint’s representative directly if he has any other 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: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22229623, and find that this resolution is satisfactory to me.
Sincerely,
Richard MoweryCustomer Answer
Date: 09/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22229623, and find that this resolution is satisfactory to me.
Sincerely,
Richard MoweryInitial Complaint
Date:09/02/2024
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.
8-29-22 system was installed, and a monthly payment is being made for the system to Citizens Pay.
The equipment has a lifetime warranty. I have contacted them by phone and many E-Mails telling them that the control unit does not show the Deter on one of my 4 cameras. Also shows that I am the Administrator as it should. The problem is one of their techs is listed under the name of Duress as a user. I paid for the system not him and did not agree to have him as a user. I believe this gives him the ability to operate my system. I do NOT think this is proper.
The control unit needs to be replaced in my opinion. I hope by filing this report on VIVINT it does not made things worse or I don't need to have the Police here for my safety if they come to replace the control unit. Thank you for any assistance you can give me, Keith OppenlanderBusiness Response
Date: 09/10/2024
September 10, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22229375
Complainant: Keith Oppenlander
Vivint Account #: *******
Date of Agreement: 8/30/22
To Whom It May Concern:
I have reviewed the information provided by Mr. Keith Oppenlander and appreciate the opportunity to respond.
A Vivint's representative reached out to Mr. Oppenlander to educate him on how the system works and was able to answer all of his questions. Mr. Oppenlander may contact Vivint’s representative directly if he has any other questions or concerns regarding this matter.
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 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22229375, and find that this resolution is satisfactory to me.
Sincerely,
Keith OppenlanderInitial Complaint
Date:09/02/2024
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.
Fraudulent business tactics, I was told I would be charged monthly for use of service only to find out on my credit report and insuing credit collections that I was charged over $2,000 instantly for the equipment.Business Response
Date: 09/09/2024
September 9, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22229267
Complainant: ******* Elzubeir
Vivint Account #: *******
Date of Agreement: August 13, 2022
To Whom It May Concern:
I have reviewed the information provided by Mr. ******** and appreciate the opportunity to respond.
In his complaint, Mr. ******** states that he was told he would be charged monthly only for the equipment. He states he was charged over $2,000 for the equipment. Mr. ******** desires to have his account removed from collections.
Vivints records indicate that Mr. ******** signed a Purchase and Service Agreement (Agreement) on August 13, 2022. In this Agreement it has a listed equipment price of $3,408.75. Mr. ******** also signed a Schedule of Equipment and Services with an equipment list price of $3,408.75. According to Vivints records Mr. ******** participated in an audio and video recorded Pre-Installation Survey (Survey) in this ******************* is shown agreeing to and acknowledging being approved for a Fortiva equipment line of credit.
A Vivint representative has attempted to contact Mr. ******** via email in efforts to resolve this matter. Vivint has offered an explanation of the charges to Mr. ******** via email. Mr. ******** may contact Vivints representative directly with any further 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: 09/16/2024
Complaint: 22229267
I am rejecting this response because:
Sincerely,
******* ********Initial Complaint
Date:09/01/2024
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 paid an amount that was due of $103.00 in the month of July. The payment left my bank account on July 29, 2024, Another payment in August 14th for $21.96. The total amount due. I keep getting emails, text over and over saying that I own $103.00. I have made 3 calls to confirm that the payment was received. They answer is yes. I made 2 final calls to say stop accusing me of owing money that I don't owe. I continue to get these message as late of Sept, 1. My last call, I did state that I was going to report this activity to the BBB. 2 more falsely accusing me again, came in after that. So now, I am reporting this. I am a current customer. I was told I would get a free month of service. I didn't that either.Business Response
Date: 09/10/2024
September 10, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22226797
Complainant: ****** Clemons
Vivint Account #: *******
Date of Agreement: October 26, 2019
To Whom It May Concern:
I have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
A legal representative from Vivint has reached out to ****************** via phone in an effort to address and resolve the current issue. For any additional questions or concerns regarding this matter, ****************** 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:09/01/2024
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.
The alarm system is not working. A few days after it was installed it said battery low. Now it is causing my circuit breaker to flip off. I called for repair and no one shows up or calls back. I fear this may cause a house fire.Business Response
Date: 09/09/2024
September 9, 2023
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22225828
Complainant: Melanie Lake
Vivint Account #: ********
Date of Agreement: 7/10/24
To Whom It May Concern:
I have reviewed the information provided by Ms. Melanie Lake and appreciate the opportunity to respond.
In her complaint, Ms. Lake states that her system is not working, and it is tripping her circuit breaker. She called to have it repaired but no one showed up.
Vivint’s records indicate that Ms. Lake signed a Purchase and Services Agreement (Agreement) on 7/10/24 with an initial term of sixty (60) months. Vivint’s records indicate that Ms. Lake reached out about her smart switch on 7/30/24. A technician was scheduled, and she was given a $25 credit. Vivint’s records indicate that Ms. Lake contacted Vivint on 8/6/24, for an update on when the technician was due to arrive. The technician was behind schedule, so the appointment was cancelled so it could be rescheduled. Vivint’s records indicate that Ms. Lake’s sensors, cameras, and outside camera lights are working and fully functioning, and it is only the one smart switch that has an issue that needs to be resolved.
A representative from Vivint has reached out to Ms. Lake in an effort to resolve this matter. Vivint agrees to schedule a technician to resolve the issue with the smart light. Ms. Lake may contact Vivint’s representative directly to schedule the technician or if she has any further 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 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/01/2024
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.
HELLOW we CONSUMERS BUSINESS PARTNERS CREDITORS AND THANKS BBB In June *** received a ******* on my mail about security services called Vivint , the seller composited with ADT . Telling me that I had the opportunity to try ther service x month or 6 months free. So I called but they instead asked me in or there to send a tecnifican x the installation a 50 guarantee deposit in case I failed the meeting without ******* h it before. I felt bad like pressured cos if didnt pay they wont give me the service explanation . They even wasnt any free service .. but the seller was nice so I kept listening he told me would cost me just ************************************************************************************************* after I payed the deposit disclosed to me that I will enter in a installment x the devices In July the Argentinian tecnifican called me to help him out to acquired points x a trip that the Vivi y enterprise was promoting as a trophy and they will get me better price from 1500 dropped to 650 and that he will give me cash 200 back. I says yes Came 2 hours late and gave me a contract that he filled out and I signed electronically but not the installer not the contract as I read disclosed to me that I was applied for a **** credit card cos I wouldnt say yes of course I already have enough credit cards all are abusivos and dont wont other one cos damage my credit score so many cc The installation was a disaster my walls are made very week like drywall and set so many plugs that **** fro the wall 4 days later from the heavy equipment plugged into it Then start to alert false warnings about a window was plenes but wasnt and sound alone no reason Called but nothing they called me telling will send no cost did not called and they forced me to confirm my account x ********************** reason when the have all from Me I thing was a legal tactic to make me loose right to cancel cos if I dont confirm they wont help me they sayingBusiness Response
Date: 09/09/2024
9/9/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22225685
Complainant: ************************* ********
Vivint Account #: ********
Date of Agreement: 7/25/2024
To Whom It May Concern:
I have reviewed the information provided by ******************** and appreciate the opportunity to respond.
A Vivint representative has attempted to reach out to ******************** via email and phone. ******************** 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 LegalInitial Complaint
Date:08/31/2024
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 purchased a camera with for this alarm system and now something is wrong with the showing of this item I also purchased a second alarm box for over 200 dollars and something went wrong with the unit and the company had me purchased another unit not the same because they were having trouble with unit and they discontinued the unit and replaced it with a cheap model. Everything thing that I seem to have purchased from this company is old and the will not replace they want you to upgrade after you already spent money with the company.Business Response
Date: 09/09/2024
September 9, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22225308
Complainant: John McKeever
Vivint Account #: *******
Date of Agreement: July 24, 2015
To Whom It May Concern:
I have reviewed the information provided
by Mr. McKeever and
appreciate the opportunity to respond.
In his complaint, Mr. McKeever states that he purchased a camera
and a second alarm box that are both having issues. Mr. McKeever desires the camera
to be replaced.
Vivint’s records indicate that Mr. McKeever signed a Purchase and
Services Agreement (“Agreement”) on July 24, 2015. On January 21, 2023, Mr.
McKeever called Vivint about his bill saying the Keypad (secondary panel) and
the installation was supposed to be free. Vivint’s representative provided a
credit covering the cost of the keypad and installation. On February 12, 2024,
Ms. McKeever called Vivint requesting an on-site visit to fix the camera and keypad
being offline. Ms. McKeever was not able to complete the troubleshoot due to an
accident and was unable to move. On August 31, 2024, Mr. McKeever contacted
Vivint asking if his outdoor camera was under warranty. Vivint’s representative
informed Mr. McKeever that the camera he has is outdated and no longer provided.
Mr. McKeever was offered a 20% discount off a new camera and installation fee.
A Vivint representative has attempted to reach Mr. McKeever to assist
with this matter via email. After reviewing the account, Vivint agrees to schedule
a Smart Home Professional to complete a full system check. Vivint agrees to provide
a 50% discount on the camera and to waive the installation fee should the outdoor
camera need to be replaced.
To resolve this matter, Vivint agrees to the resolution as stated
above. Mr. McKeever 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: 4931
North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention
Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/31/2024
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.
In December of 2023 we removed the Vivint Smart Home equipment from our home, due to the house being sold. We notified Vivint that we would no longer be using the system & would like the account closed. We were told we were still under contract & were advised to wait until the contract was up. We put the account on a hold & waited for the contract to be over. We contacted Vivint again on 7/31/24 & were told that we would have to pay $694.00 that day to close out our account. We agreed to do so. We were then transferred to the customer retention department & then to the payment department. We paid the $694.00 & they have taken the money (we have verified this with our bank). We contacted ****** again & were told that we would have to email them a letter of cancelation to the email that they provided. We emailed the letter to the email, as instructed. The email bounced back as an invalid email address. We contacted Vivint & tried this whole process again. Keep in mind that every time you contact Vivint to cancel your account you are automatically transferred to the customer retention department & no matter what you say, they are only interested in keeping you as an account. We tried explaining yet again that we do not need the system, we are living in our RV permantly. They told us again to email the same email with a cancelation letter. They told us they would not take care of the cancelation, until we did so. We tried emailing this same address again, with the same results. We are getting constant letters of billing & collection calls from this company-even though our account is payed in full. We are very frustrated with the bad customer service & a company that obviously needs to learn to take care of its customers. We want the account closed & nothing further to do with this company.Business Response
Date: 09/09/2024
9/9/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22224560
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 7/30/2016
To Whom It May Concern:
I have reviewed the information provided by ******************** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel ********************** account without penalty. ******************* has no further obligation to Vivint. ******************** 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 LegalInitial Complaint
Date:08/31/2024
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.
Started having issues with my system on I think July 31st can't do anything with it black screen have called everyday trying to get someone to come out and fix itBusiness Response
Date: 09/09/2024
9/9/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22224133
Complainant: *********************
Vivint Account #: *******
Date of Agreement: 6/1/2023
To Whom It May Concern:
I have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains he is experiencing technical difficulties with his panel.
Vivints records show **************** has been assisted by Vivints ************************* A representative from Vivints **************** has contacted **************** via email to further address his concerns if needed.
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:08/31/2024
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.
We have no dates unfortunately. We got vivant home security. It worked fine but we are seniors and the cost was too much. We tried to cancel and they said we are under a 2 year contract. So after 2 years we canceled. We did it by phone 4 times October, November, December and January. And we sent a letter in December. They seem to never canceled even though we never used the system. Now we are in collections for $508.98. We have not used it for years. We never received a bill. Can you please help, we pay all bills on time. Thank you.Business Response
Date: 09/09/2024
September 9, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22223331
Complainant: Wilfred and Dorothy McClure
Vivint Account #: *******
Date of Agreement: 8/3/16
To Whom It May Concern:
I have reviewed the information provided by Mr. And Ms. McClure and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. And Ms. McClure and a resolution has been agreed upon. At this time, Vivint has agreed to remove their account from the outside collection agency. Mr. And Ms. McClure have no further obligation to Vivint and may contact Vivint’s representative directly if they have any other questions or concerns regarding this matter.
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 160 – Legal.
Sincerely,
Vivint Legal
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