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
- 8,005 total complaints in the last 3 years.
- 2,858 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:07/18/2025
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.
07/03/2025 a technician was sent out to inspect my system because it kept sending false alarms. I have had police and fire out to my home because of it and a false alarm charge from the city. He deemed it unserviceable and we started the cancelation process. He spoke to the loyatly representative and was given authorization to remove the equipment. All equipment was removed on 07/03/2025. I checked today and they rejected my cancelation and said I have to pay for the equipment or accept new equipment. They said the technician did not notate my service properly so I could not cancel. After an hour on the phone I was allowed to cancel but the disclosure they read to me said I was still responsible for paying off the equipment. I argued that I did not agree and I do not have the equipment. He said he had to tell me that and I didn't have to pay. I don't believe him because why would he have to tell me that. Plus it is now another 10 business days to cancel and I will be billed for another month of services and have an equipment payment due. I have spoken to several people over the last few months and it has all been contradicting informaiton. I want my service canceled immediately and a refund issued for the equipment I no longer have. I do not want to be charged anymore for something I don't have. I don't even have access to my online account any longer.
Business Response
Date: 07/23/2025
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 expedite the cancellation process and Vivint is reviewing the account regarding a potential refund. 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: **** ****** ***** ***** ** *****, or fax number: ***** ********, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 07/24/2025
Complaint: 23620210
I am rejecting this response because: I have not received an email with the refund amount. I was charged for service today and I was charged by fortiva for equipment. Until I know I am refunded for the equipment I will not accept anything.
Sincerely,
********* ***Business Response
Date: 07/29/2025
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 forgive the loan in the amount of $1,680.06. Additionally, a credit of $70.31 has been applied to your account. 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: **** ****** ***** ***** ** *****, or fax number: ***** ********, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 07/30/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23620210, and find that this resolution is satisfactory to me.
Sincerely,
********* ***Initial Complaint
Date:07/18/2025
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 am moving and simply want to cancel my monthly service. I believe the only issue would be whether or not the equipment is paid off, which it is (and has been for a year). Additionally, I was told that, for some reason, I should keep my account active as the new owners of my home would have trouble activating service (which I don't even know they will) as I am the account holder. I am completely baffled as, if I cancel my service, I will no longer have an account. This runaround happened for 30 minutes, at which time I had to get off the phone as I had a meeting I needed to join. They said they had to call me back because they had to "check my account" - and, I never received the call back during the timeframe we specified. I have NEVER had this egregious of an issue and am guessing that their tactics/protocols are boarding on illegal.Business Response
Date: 07/24/2025
Vivint Account #: *********
Case #: *******
???????
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 the cancellation of her account due to moving and a call experience.?
Vivint’s records show that Ms. *******'s account has been submitted for cancellation.?Vivint is also working internally to investigate the call experience Ms. ******* had with no call back.
A Vivint representative has attempted to reach Ms. ******* to assist with this matter via phone and email. After reviewing the account, Vivint's representative has expedited the cancellation so it will be completed in the next 1-3 business days. If Ms. ******* would like to move the system, Vivint's representative is also ready to assist on a call and the move pull and install would be at no cost to Ms. *******. This option is pending account verification and acceptance by Ms. *******.?
Ms. ******* may contact Vivint’s representative with any questions or concerns she may have.?
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ****** ***** ***** ** *****?or fax number: ***** ********* Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsCustomer Answer
Date: 07/25/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23619000, and find that this resolution is satisfactory to me.
Sincerely,
******* *******Initial Complaint
Date:07/17/2025
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 have been stuck in a contract since buying our house in 2021. We have had issues the entire time.
We need to cancel as our contract is now up. Every time we call in to cancel we are put through the retention ringer and eventually hung up on.
Shady shady. Still haven’t gotten any written confirmation of cancellation.
Contract is in my wife’s name.Business Response
Date: 07/23/2025
To Whom It May Concern:?
I have reviewed the information provided by Mr. ***** and appreciate the opportunity to respond. ?
In the complaint, Mr. ***** has requested confirmation that the account has officially been closed and cancelled due to no longer wanting Vivint services.
Vivint’s records show there's an active Notice of Cancellation on file for the account. At this time, the account reflects a credit balance, and it will be audited in accordance with the applicable cancellation type. Please note that the cancellation process may take up to 30 days to complete.
A Vivint representative has attempted to reach Mr. ***** to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to offer to expedite the cancellation process, pending account verification and acceptance by Mr. *****.?
To resolve this matter, Mr. ***** may contact Vivint’s representative to proceed with the proposed resolution. Mr. ***** 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: **** ****** ***** ***** ** *****?or fax number: ***** ********, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsInitial Complaint
Date:07/17/2025
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.
Today was my 4th attempt at cancelling an account I've had with vivent since 2018. Each call there was a heavy handed attempt to get us to remain, after which we were told we COULD NOT cancel with a payment due showing. While on the phone the 3rd time, I paid the balance due online while on the phone with the agent, even though a payment had been sent in the mail weeks prior to call. I waited 2 days before calling back today. After getting verification that we had no balance due, I was transferred to another agent, who was REQUIRED TO ASK ME ABOUT SELECTING ANOTHER PRICEING TIER. Finally we were required to answer 'yes' to understanding that it would be 30 days before cancellation would happen, after which we would be prorated during this possible delay. I could find nothing on our contract to this method of cancellation. This is not only unethical, but costly. PLEASE, ADDRESS THIS CONCERN and make it known to any inquiring to their services, to expect to go through hoops and be charged for trying to cancel.Business Response
Date: 07/23/2025
To Whom It May Concern:?
I have reviewed the information provided by Mr. ***** and appreciate the opportunity to respond. ?
In the complaint, Mr. ***** has requested a refund in the amount of $74.12 due to an account balance.
Vivint’s records show that we have received a verbal Notice of Cancellation, and the account is now eligible for cancellation. Regarding the refund requested, please note that the charge in question is valid and corresponds to your June payment. As such, it is not eligible for a refund in the amount of $74.12.
A Vivint representative has attempted to reach Mr. ***** to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to offer to expedite the cancellation process, pending account verification and acceptance by Mr. *****.?
To resolve this matter, Mr. ***** may contact Vivint’s representative to proceed with the proposed resolution. Mr. ***** 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: **** ****** ***** ***** ** *****?or fax number: ***** ********* Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsCustomer Answer
Date: 07/23/2025
Complaint: 23616689
I am rejecting this response because: I did not ask for a refund back. That was mentioned but the intent of my letter is to address the waiting (possibly 30 days) for the cancellation to be effective. This complaint is directed as the amount of time spend on the phone just to say you are no longer desiring the service. This complaint is directed at the agreement I signed which did not clearly state that if I canceled, the payment clock is yet ticking until it is determined my account is verified. The agent taking my request on the 17th determined verified my account was valid and it had no balance due. He also was asked to show me where this method of cancellation was showing on the contract I signed in years ago and he could not do so.My complaint is on the difficulty of ending this relationship and the amount of time spent on the phone doing so. Its too late for me to be remedied but the next person will know in advance what to expect. If Vivent is satisfied with this practice and has no intention of changing, it will no longer affect me. I just want this relationship ended soon and not later.
Sincerely,
****** *****Business Response
Date: 07/24/2025
To Whom It May Concern:?
I have reviewed the information provided by Mr. ***** and appreciate the opportunity to respond. ?
In the complaint, Mr. ***** has requested to cancel the account due to no longer wanting the service.
Vivint’s records show that we have received a verbal Notice of Cancellation, and the account is now eligible for cancellation.
A Vivint representative has attempted to reach Mr. ***** to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to offer to expedite the cancellation process, pending account verification and acceptance by Mr. *****.?
To resolve this matter, Mr. ***** may contact Vivint’s representative to proceed with the proposed resolution. Mr. ***** 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: **** ****** ***** ***** ** *****?or fax number: ***** ********* Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive Resolutions?Initial Complaint
Date:07/17/2025
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.
Almost a year ago, ******, a representative from Vivint informed me of a security system that I could have for my home. He stated that the payments would be roughly $65 per month and that it would qualify me for insurance on the system which means that at any time if I wanted to cancel, I could. I told him yes I would like that. He stated this would include insurance towards moving or returning the product and service. He then asked for my social security number which I provided and I asked why. He stated it was just a background check. I told him that was weird and he said it’s just a company policy so I said okay. I told him I am a renter and I move frequently. He said that was perfect because renters benefited from the insurance and returning at any point, as well as the $0 uninstall and install fee for transferring services. A few days later, I received a “credit hit” that I opened up a credit card and I was confused. ****** stated that the insurance I got would close the account at any time. I was frustrated because he lied to me about the background check. I kept the system, even though I was frustrated and maintained it. Fast forward to now, I relocated from one home to another and they informed me that I would have to pay to uninstall and reinstall the system. I told them I wouldn’t pay for that because I was told that’s what my insurance was for. Then I was informed that there was no insurance attached to the account and it didn’t exist. I’m exceedingly frustrated by ******’s practices on behalf of their business and now finding out that going forward I am responsible for every install and uninstall when I was specifically told I wouldn’t be. In addition, I was told I could return the equipment and cancel service at any time only to now find out I would have to pay a lot of money to cancel.Business Response
Date: 07/23/2025
Vivint Account #: S-********
Case #: CA-*********
?????? ?
To Whom It May Concern:?
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
In her complaint, Ms. ***** requested cancellation without financial obligation, stating she was led to believe her system included insurance for cancellation and relocation, and was later surprised by a credit account and associated fees.
Vivint’s records show that Ms. ***** requested to move her service and equipment to a new home at no cost, as promised by the sales representative. The move fees were waived, and the system was successfully reinstalled on July 17, 2025. Ms. ***** remains within her trial period, which ends on July 22, 2025, and has expressed interest in canceling the service.
A Vivint representative has attempted to contact Ms. ***** by phone and email to assist with this matter. After reviewing the account, Vivint is offering two months of free monitoring service as a goodwill gesture. Additionally, the Fortiva line of credit was applied for via a secure link that was sent directly to Ms. ***** as part of the equipment financing process.
If Ms. ***** prefers to cancel her agreement, Vivint is prepared to proceed with cancellation under the right of rescission, pending account verification and confirmation.
To resolve this matter, Ms. ***** may contact her Vivint representative directly with any questions or to proceed with the proposed resolution.
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:07/17/2025
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 like to cancel my services with Vivint. I've made previous attempts to cancel the service with them; however, they were making this process difficult. At one point, I had called them and spoke with a rep to request my service to be cancelled. The phone cut off and when I called back, they don't recall that I had ever contacted them to request my service to be cancelled.Business Response
Date: 07/23/2025
Vivint Account #: S-*******
Case #: CA-*********
To Whom It May Concern:
I have reviewed the information provided by Ms. *********** and appreciate the opportunity to respond.
A Vivint representative has contacted Ms. ***********, and a resolution has been reached. Vivint has agreed to proceed with the cancellation of her account. Ms. *********** may contact the representative directly should she have any additional questions or concerns regarding this matter.
Thank you for allowing us the opportunity to address and resolve this issue.
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:07/17/2025
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.
A salesperson with Vivant Smart Home knocked on my door and asked me if I would be interested in a 60 day free home security trial. I then received paperwork concerning a loan that I did not authorize from Fortiva Bank in Missouri. Apparently they have gone through this bank to finance the equipment without my knowledge or consent, and this has resulted in my credit score dropping significantly. I'm now having to go through significant trouble to get the home security trial cancelled and don't know what to do about the bank loan.Business Response
Date: 07/24/2025
Vivint Account #: ********
Case #: *********
??????? ?
To Whom It May Concern:?
I have reviewed the information provided by Mr. ***** and appreciate the opportunity to respond. ?
In the complaint, Mr. ***** has requested the cancellation of his account due to not being informed of the loan with Fortiva. ?
Vivint’s records show that Mr. ***** is still within his trial period.?
A Vivint representative has attempted to reach Mr. ***** to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to offer a trial period cancellation. Vivint's representative is ready to assist through a call and answer any questions Mr. ***** may have. This option is pending account verification and acceptance by Mr. *****.?
To resolve this matter, Mr. ***** may contact Vivint’s representative to proceed with the proposed resolution. Mr. ***** 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: **** ****** ***** ***** ** *****?or fax number: ***** ********* Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsInitial Complaint
Date:07/17/2025
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’m not even sure the correct dates and stuff. I can’t find no paperwork and nothing. All I know is a couple of days after we got the security system.I got an alert on my email about a credit line opening up and I ain’t know nothing about a credit line opening up and I was trying to figure out why so by the time I figured it was vivid, and I called to cancel. They said that it had been five days after service and cancellation can only be made prior to three days, and I kept arguing with the Lady and telling her that didn’t make no sense that I didn’twant the services, but I was out of town so I couldn’t do anything about it till I got home when I got home. I called and somebody. They said they were sending somebody out to get the equipment that after they receive the equipment they cancellation should go through but after they came andgot the equipment, they don’t even wanna cancel my account or give me my money back. I told the lady that the man had told me that the equipment was free and that I wouldn’t be charged for three months cause I trying to tell him none of beginning because I was financially unstable to be able to add anything to my roster, but he assured me that itwouldn’t cost me anything and I wouldn’t be billed for three months but now I’m getting all these overdraft oh my account because of VI didn’t send the equipment back. They want me to get them $3000. Why would I give you $3000 for some service? I’m not getting in some equipment. I don’t have I don’tunderstand. I just want them to clear my name. I already gave them their stuff back. I’ve been trying to cancel the account they giving me the runaround. I don’t know what else to do.Business Response
Date: 07/24/2025
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 agreed to complete Ms. *****'s ROR/Trial period cancellation and full refund with return of remaining equipment. Vivint is sending Ms. ***** a return label, to ship the remaining equipment back. Vivint has started the process to issue a partial refund for equipment already returned. A Cancellation Confirmation Email will be sent when all is resolved.
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: **** ****** ***** ***** ** *****, or fax number: ***** ********* Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:07/17/2025
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 was offered a promotion, had to reschedule and now they said they charging me, then said they weren’t, then said they’d call back and do it like originally. After ten calls no one did.Business Response
Date: 07/24/2025
Vivint Account #: *******
Case #: *********
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 process the option of renewing his term for 60 months, reducing his monthly monitoring rate to $29.99 plus taxes and fees, and installation of a new doorbell camera and outdoor camera at no cost. Vivint's representative will be contacting Mr. ***** to continue the scheduling process. Mr. ***** 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: **** ****** ***** ***** ** ****** or fax number: (**** ********, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:07/17/2025
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 have had service with Vivint for years. We have paid off our equipment and fulfilled our service agreement. However they refuse to cancel service. We have called three times to cancel and not only do they not send the information for cancelation, but they are still charging us.Business Response
Date: 07/23/2025
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 to cancel the account due to no longer wanting the service.
Vivint’s records show that there is an active Notice of Cancellation on file for your account. Please note that the cancellation process may take up to 30 days to complete. During this time, the account will be reviewed in accordance with the applicable cancellation terms.
A Vivint representative has attempted to reach Ms. ******* to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to offer to expedite the cancellation process, pending account verification and acceptance by Ms. *******.?
To resolve this matter, Ms. ******* may contact Vivint’s representative to proceed with the proposed resolution. Ms. ******* 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: **** ****** ***** ***** ** ******** *** ******* ***** ********, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive Resolutions
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