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
- 8,552 total complaints in the last 3 years.
- 3,052 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:10/23/2025
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 or around, July? Or August of 2023I moved, and I called vivint to advise them to disconnect the service. I keep getting built so I call vivid again and say to please disconnect the service they play a lot around with me while I'm on the phone laughing joking or what have you never get me to where I need to go and the services are being utilized by somebody else who lives there, I don't live there. I moved, so I called back again and tried to explain to these people that I don't live there, so they said we'll turn it off. If you pay the balance on the bill, I'm Paying a bill for something that I don't live there anymore.So now I get an email stating that they're going to disconnect the service woohoo, but now they're gonna put me in collections, so I need you to handle this from me please.\nI should not be charged to turn off services when I have not lived there since 2023.This is 2025.Please help This has got to be against the law. I worked in communications for 32 years and the company I worked with also used to do the same practices until they were told that it was illegal. So I need someone to look into this and prevent these people from putting this on my credit report, which is also should be against the law.
Business Response
Date: 10/27/2025
October 27, 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:10/23/2025
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.
10/23/2026 I spoke with ***** on a monitored line requesting to cancel the Vivint Inc.. I called for two hours and spoke with 10 representative requesting a cancellation and the business representatives refreshed to cancel. I tried to cancel via the chat and the AI representative. The issue is that I've been trying to cancelling for a year and each representative will not cancel the service and they still billing me. When I don't pay the bill, it negatively impacts my credit score. My service address is ***** ******* **** ******* ** ******Business Response
Date: 10/28/2025
10/28/2025
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 ***** ******* 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:10/23/2025
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.
A Vivint representative came to our door one afternoon claiming that since we had paid off our equipment, they were running a deal for loyal customers and could upgrade our equipment at a discounted rate. He said X, Y, and Z would normally be about $25/month, but right now it's only about $20/month. So we go ahead and upgrade some of our cameras. They install them the very next day. Then I happen to be on the website and I go look at the prices of everything we just upgraded, and it's exactly the same price as our supposedly "discounted" upgrades for being such loyal customers.
I call to talk to them about it, and I'm basically told that since they already installed everything, they cannot adjust the pricing at all. That's ridiculous. So basically since I didn't catch them in their lie before the install, tough luck?
I will literally warn EVERYONE I know not to use Vivint, because this is the SECOND time they've scammed us.
The first time, when we initially signed up with them, the sales representative had told us that Vivint would buy us out of our current security contract. Vivint said up to $800 but ours was $1200, so he told us he got special approval to up the buyout. (We literally watched him call someone!) When Vivint only sent us a check for $800, I called to ask about the remaining $400, and they told me that if we were told anything above the $800, then the salesman was offering that out of his own pocket, and we would need to contact him directly about that. Guess who never answered our phones calls or texts after that point?? So Vivint is out there letting their sales representatives promise stuff they know isn't true and they won't follow through on, and then there are no consequences for it. I'm absolutely tired of this. Like I said. We will warn everyone we know about these sketchy sales tactics.Business Response
Date: 10/28/2025
10/28/2025
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 ******* ******* 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: 10/29/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24053413, and find that this resolution is satisfactory to me.
Sincerely,
******* *******Initial Complaint
Date:10/22/2025
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 switched from ADT security monitoring system to Vivint in September. The equipment was expensive, but I don't have a problem with that if the system would provide me what I need. In less that a month and a half, I am already having problems. The plug that was installed has come out of the wall which causes the panel to lose power. I tried to tape it back to the wall so I could get power to the panel. When I talked to the representative in customer service, she used my camera to look at the problem, her response was that I was using the wrong tape; I should be using two sided tape. My response was that I should not have to use any tape. She said that it is not a Vivint problem because if it was I would have seen it after the installer left.
I have had security systems before, and I have never had this problem.
My outside lights, thermostats, and alarm system don't work.
They agree to buy out my ADT contract of up to $1000. ADT sent me the final bill which I uploaded and sent to Vivint for review and approval. I received the message the next day indicating that the document had been rejected because it did not look like s final bill. My response was "Of course you rejected it; you probably had no intention of paying it anyway. So, I will take care of my final bill for ADT.
I am having buyer's remorse in a big way after only a month. Then I look at BBB complaints and they are many.
I feel like I have been scammedBusiness Response
Date: 10/28/2025
10/28/2025
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 ******* ****** 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:10/22/2025
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 a customer with vivint for over 3 years now. Ever since the beginning, the service has been really finnicky, spotty and subpar. I have tried to cancel multiple times and have been told that I would owe the entire amount for the contractual period of 5 years which sounds crazy because their service doesn't work most of the time. The cameras go offline multiple times, I don't believe it it helps us secure the property by using their system. Yet we keep paying for their subpar services. I have contacted their customer reps multiple times and all they ever say is that they would restart the panel and check if it works.
If we're traveling and cannot access the panel, cameras going offline is the biggest hassle. We don't know if the property is secure or not. It is the most awful service with botchy contract that most customers get forced into. I would like to cancel the service right away and not pay them another dime of my money.Business Response
Date: 10/30/2025
October 30, 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.
In the complaint, Mr. ****** has requested cancellation of the account due to the equipment not working. Due to the contract length, Mr. ****** has been unable to cancel.
Vivint’s records show the attempts at cancellation, however due to the account being Within Term until 2027, Mr. ****** is unable to cancel without payment of the Early Termination Fee.
A Vivint representative has attempted to reach Mr. ****** to assist with this matter via phone and email.
To resolve this matter, Mr. ****** may contact Vivint’s representative. 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: 10/31/2025
Complaint: 24051450
I am rejecting this response because: The company is binding me to the contract and offering a subpar service for the past 3 years. My attempts to get resolution for the issues have fallen on deaf ears and I would sincerely like to get out of the contract. I don't believe I should have been subjected to pay for a service if the service is deemed unusable. I was supposed to pay for the actual service, not for having the equipments. This has been my constant concern with this company and I have paid enough money for the past 3+ years for a service that is subpar. Please tell me how I can cancel it and not have to pay the fee because this is clearly the worst user experience.
Sincerely,
******* ******Initial Complaint
Date:10/22/2025
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 moved to my new home on May 1st 2025 I was told by the moving dept my bill would have only been 55 a month and I agreed to that l. I also called in when my equipment was installed to inform them the technician left big holes in my wall from the drill and didn’t patch it up causing the owner to charge me a 200.00 repair fee he installed my camera in the wrong area along with the door lock on the wrong door they also broke my panel where it is not holding a charge anymore when I called to get these issues resolved I was told no one couldn’t help me. I tried calling several times and just get transferred around and no one never connects with me. Now they are billing me over 800.00Business Response
Date: 10/27/2025
10/27/25
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 24048782
Complainant: ***** *****
Vivint Account #: A-********
Date of Agreement: 3/21/2022
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 initiate a Home Damage case for the installation-related damages and schedule a technician to address the current system issues. 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionInitial Complaint
Date:10/22/2025
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 called several times to get my account cancelled and each time they said it was but I continued to get charged on my credit card. When I called in, they said it was pending but I was not able to access the account. The monthly charge is $61.66 for a total of $184.98 that needs to be refunded.Business Response
Date: 10/28/2025
10/28/2025
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 24048339
Complainant: ******** ********
Vivint Account #: *******
Date of Agreement: 11/24/2019
To Whom It May Concern:
I have reviewed the information provided by ******** ******** and appreciate the opportunity to respond.
In the complaint, ******** ******** states they would like to cancel services and receive a refund in the amount of $184.98, due to being charged after attempting to cancel in August 2025.
Vivint’s records indicate that ****** ***** III signed a Purchase and Services Agreement on 11/24/2019. Vivint’s records show the contract is under another customer's name, but the billing, contact information, and mailing address on file belong to ******** ********.
A Vivint representative has attempted to reach ******** ******** to assist with this matter via phone and email. After reviewing the account, Vivint agrees to cancel the service with the contract signer ****** ***** III, and process a refund dating back to 8/24/2025.
To resolve this matter, Vivint agrees to the resolution as stated above. ******** ******** 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 - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 10/29/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24048339, and find that this resolution is satisfactory to me.
Sincerely,
******** ********Initial Complaint
Date:10/22/2025
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.
My doorbell camera and driveway cameras were constantly loosing communication with the hub, they would stay off line for several hours sometimes days. Vivint came out twice for my concern duplicated my concern and said it was fixed. By the third time I called with the same concern the technician duplicated the concern and said the cameras were faulty and replace both. My system is less than 1 year old and the technician said it was warranty. Then Vivint charges $695.00 for the cameras and refuses to acknowledge warranty on the system. When the cameras were replaced the technician made a mess of the installation of the replaced cameras. All I want is the fraudulent charge from Vivint credited back to my account.Business Response
Date: 10/23/2025
October 23, 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:10/21/2025
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 am a power of attorney for my father who has late stage dementia and he’s also a 84 y/o disabled vet. He got an alarm system in his house, installed decades ago by this company and he’s been paying them automatic withdrawal payments from his checking account.He hasn’t used it for over 10 years. He doesn’t even know what it is. He doesn’t know his password I have tried since May to this account because they’re still billing them because I had to change his checking account due to fraud three times now they told me they will send me his password which they to cancel his account cause he doesn’t know it and then they said they’ll they’ll send it to his email. He doesn’t even know what email isanymore. He doesn’t understand that I explained that they said they would send it via regular mail and they haven’t done it. I think this is elder abuse I think they’re taking advantage of a disabled vet and a vulnerable, citizen. I did talk to adult protective services. They agree with me, but they don’t go after companies. They only go after individual individuals.Business Response
Date: 10/22/2025
October 22, 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:10/21/2025
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 asked Vivint to cancel my account and they gave me the run around since 2024, I just had to pay all of that $400+ because someone on THEIR side didn’t do the right thing. It was a literal push of the button that cost me my money.Business Response
Date: 10/25/2025
10/25/25
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Mr. ******** and appreciates the opportunity to respond.
We have made three attempts to contact them via phone and email; however, we have not received a response.
To further address this matter, they may contact Vivint’s representative with any questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive Resolutions
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.