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
- 8,340 total complaints in the last 3 years.
- 2,951 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:09/08/2025
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 a complaint about Viviant Security systems for misleading information, for the equipment's misleading on the amount, cannot provide me a copy of the terms, Charges are not valid
Business Response
Date: 09/11/2025
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 apply a $200 credit to her account to help bring it current.
Ms. ******* may reach out directly to Vivint’s representative 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: 3401 Ashton Blvd, Lehi, UT 84043, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:09/08/2025
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.
This complaint is to detail a recurring and highly concerning business practice by Vivint that has resulted in continuous billing errors, miscommunication, and a significant amount of stress. This pattern appears to be a deliberate strategy to delay or prevent account cancellations, negatively impacting customers.
I called Vivint to cancel my security system service because we sold our house. The representative I spoke with confirmed my cancellation request and provided verbal assurance that my account would be closed.
Despite this confirmation, Vivint failed to process the cancellation. A few weeks later, I received a call from Vivint stating that I owed money for the service, as my account was never canceled. I explained that I had already canceled. I was told a refund would be issued.
This exact scenario has now repeated itself on multiple occasions. Each time, I call Vivint, and a representative confirms that my account will be canceled and any owed money will be refunded. However, the cancellation is never actually processed, and I am subsequently contacted again, now owing for additional months of service.
The most recent example of this occurred last week. My wife spoke with a representative and we explained it yet again. They said her the account would be cancelled, but advised her to call back on Monday to confirm the cancellation. When she called on Monday (today), a new representative informed her that no cancellation request was ever submitted on the previous call. This directly confirms the pattern of representatives verbally agreeing to a cancellation but failing to process it, presumably to avoid a negative impact on their performance metrics.
This is not a one-time clerical error; it is a systemic and malicious business practice that is causing me significant frustration and has the potential to ruin my credit score. It is a gross failure of customer service and business ethics.Business Response
Date: 09/10/2025
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 this account was reviewed and determined eligible for EOT 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, 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:09/08/2025
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.
9/8/2025 This is the second time that a window sensor has malfunctioned on me and needs a replacement. I have to front the bill for shipping for their shoddy equipment. The employees are hard to understand and they have a bad phone connection every time. I'm using chat with Vivint right now and the employee wants to argue with me about needing a replacement. I want a Vivint employee to come out and fix my system. How can I protect my family with a security system that doesn't work or indicate that there is an error? I'm also seeking a refund for the months that I have been charged and unprotected.Business Response
Date: 09/09/2025
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 schedule a technician at no cost to Mr. ********* 6 free months of monitoring and apply a credit in the amount of $4.95 towards the overdue balance. Mr. ******** may contact Vivints 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: *************** ********************** Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 09/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ********Initial Complaint
Date:09/07/2025
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.
Name: ****** ******* Address: ************************************************************************************* Service Number: ******* Service no longer needed.I have contacted Vivint multiple times via the phone requesting account cancellation when finally they told me to email the above information to ********************************** to finalize the account cancellation which I did, however even after emailing several times requesting an update I never received one. This was suppose to be resolved over a month ago and today I received an email from Vivint stating my account was past due so Im going to have to go through calling them again which has been more than 5 times and each time it is an hour on the phone. The account needs to be cancelled as I have done everything required to do so, but they still have not closed the account. Please help.Business Response
Date: 09/09/2025
To Whom It May Concern:
I have reviewed the information provided by Mr. ******* and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. ******* and a resolution has been agreed upon. At this time, Vivint has agreed to cancel Mr. ********* Vivint account. Mr. ******* may contact Vivints 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: **************, ********************** Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 09/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *******Initial Complaint
Date:09/06/2025
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 alarm system was installed in my house on April 19th, 2025. Since then, I have experienced equipment malfunction issues (with different sensors) every week. The company has been contacted numerous times to express my dissatisfaction; and concerns with the Service they are providing as I have been forced to bypass multiple sensors in order to be able to arm the system. I requested a technician to inspect all the sensors and replace them. They are charging me $99 in addition to the monthly service fee. I'd like to highlight that I paid $1,069.99 for seriously faulty equipment, that is going out of order on a daily basis.Business Response
Date: 09/11/2025
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 cover Mr. ****'s technician fee and add a month of monitoring credit to his account. 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 ResolutionsCustomer Answer
Date: 09/11/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23848539, and find that this resolution is satisfactory to me.
Sincerely,
****** ****Initial Complaint
Date:09/06/2025
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 my home multiple times to have me switch from my current security system at that time. I was promised a buyout of my current contract and payoff of the equipment balance. I was sent a Visa card for that purpose. The card had only the amount for the equipment payoff and after many attempts to solve this issue with Vivint I am now left owing $1880 to the previous system plus the current Vivint payments. I have reached out to Vivint many times but have only received empty promises with no results. I am a single mother and have been placed in a serious financial bind because of this.Business Response
Date: 09/09/2025
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 honor the sales representative's buyout promise . 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: 09/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23848440, and find that this resolution is satisfactory to me.
Sincerely,
******* ******Initial Complaint
Date:09/06/2025
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 9/5 at appt 3:35pm ET, I called to cancel my Vivint Service given monthly rate of $55.23 and my ability to get it lower elsewhere. The last Customer Loyalty Representative who I spoke with (spoke with two)) said she really wanted to convince me to stay since I had been a customer since 2019 and I was like family. I told her another company was able to give me a monitoring rate of $31. She countered with $29.99 for a 12 month period and an equipment protection package of an additional $9.99. I said no b/c the other rep offered me free equipment and was she willing to do the same. We landed on 6 sensors, a combination smoke/carbon monoxide detector and a new doorbell camera for $59.99 ($63.59 with tax), free installation, and a $29.99 monitoring rate for 12 months. She said we could revisit after 12 months for promotions at that time. We then scheduled the installation for 9/11 from 8am-12pm. At 5:04pm ET, I received an email from Vivint saying confirmation of contract extension for 60 months which is 5 years!!! I never agreed to that. I IMMEDIATELY called Vivint after seeing the email later that evening and was told the Customer Loyalty Department was closed. This was NOT AT ALL what I agreed to which was documented in notes on my iPad and also in a text message thread that I sent to my friend, ***** **** (a former Vivint customer who left due to bad experiences), while I was still on the phone with the second Customer Loyalty Rep.Business Response
Date: 09/09/2025
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 reached out to Ms. *****, and a resolution has been agreed upon. At this time, Vivint has resolved the billing concerns to meet Ms. *****’s expectations, and the matter is considered closed.
Ms. ***** may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ****** ***** ***** ** *****, or fax number: ***** ********, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:09/05/2025
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 moved in June of 2022, we notified
vivint of our move and later let them know we would not be using their service, However we had to continue paying a service fee as long as we had equipment that we were paying for. I contacted vivint the end of 2024 in which they told me I would no longer be charged a service fee once my equipment is paid off. In March
2025 | paid my equipment off. Vivint
continued debiting my account for the
service few, somehow when I called the end of 2024 they knew I had a balance on my equipment, but not once it was paid off. I called today 09052025 because my account has been debited again and they tell me my account was never canceled?? What??? It's been "canceled" since 2022, Now I've been on hold for over 15 minutes
waiting on a manager. Today I was also told they only accept a written cancel confirmation, today they took a verbal a confirmation 09052025 and they told me they would bill me one month. I spoke with Eddie.Business Response
Date: 09/10/2025
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 of her account and a refund of $200.78, citing that Vivint continued charging service fees after she completed her equipment payments in March 2025. She also stated that she had previously requested cancellation, but was informed on September 5, 2025, that her account had never been officially canceled.
Vivint’s records confirm that the official cancellation request was received on September 5, 2025. There is no documentation indicating a cancellation request before that date. As a result, the account continued to be billed appropriately until the cancellation was formally submitted.
A Vivint representative has attempted to contact Ms. ******* via phone and email to assist with this matter. After reviewing the account, Vivint has approved the cancellation request, and the account will be officially closed within two business days.
To resolve this matter, Ms. ******* may contact Vivint’s representative with any questions or concerns regarding the proposed resolution.
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 ResolutionsInitial Complaint
Date:09/05/2025
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.
Good morning;
I have recently been surprised by Vivint removing money from my checking account without my authorization.
We had a free trial of Vivint several years ago, associated with the purchase of solar panels. We cancelled the service over one year ago, and in fact, the house where the service allegedly is being provided has also been sold, over one year ago. Yet, unbeknownst to us, they simply removed money from my bank account.
We contacted the company which seems unable to even locate the problem.
The address probably related to such billing is in **n Antonio, not my current address.Business Response
Date: 09/09/2025
Vivint Account #: S-*******
Case #: CA-*********
??????? ?
To Whom It May Concern,
I have reviewed the information provided by Mr. ** and appreciate the opportunity to respond.
In his complaint, Mr. ** requested a refund of $50.30 due to unauthorized withdrawals from his bank account by Vivint, despite having canceled the service over a year ago and selling the property where the service was originally installed.
At this time, Vivint has been unable to locate an active account in its system to resolve the matter.
A Vivint representative has attempted to reach Mr. ** via phone and email to assist further. To proceed, Vivint requests additional information—specifically the service number or account number, the email address associated with the account, or the previous service address—to help locate the correct account and investigate the issue.
To resolve this matter, Mr. ** may contact Vivint’s representative directly with the requested information or with any questions or concerns.
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:09/05/2025
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 husband agreed to a 7 day trial with Vivint. They removed our ADT equipment, which is our current security provider. We canceled on the 2nd day, which was July 31. They told us 5-10 business days before they come to get the equipment. As of today, they still have not come to get their equipment. Today is the second scheduled appointment that they did not show up. ADT cannot come to put our equipment up until they remove theirs. This means my family has been without a security system for over a month. They will not let me get through to a supervisor either.Business Response
Date: 09/09/2025
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 the complaint, Ms. ***** has requested equipment removal due to the account being canceled on the second day (July 31), but despite being told the equipment would be removed within 5–10 business days, no technician has shown up—even after two scheduled appointments.
The pull work order originally scheduled for August 28, 2025, was canceled due to duplication.
A Vivint representative has attempted to reach Ms. ***** to assist with this matter via phone and email. After reviewing the account, a new technician visit has been scheduled for next week.
?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: **** ****** ***** ***** ** *****?, or fax number: ***** ********* Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsCustomer Answer
Date: 09/10/2025
Complaint: 23843562
I am rejecting this response because:Due to negligence on your part my family has been without a security system since July, since you took down our ADT equipment. You stated the appointment on August 28 was cancelled due to duplication. No one called me or my husband to state no one was coming. You never even addressed what happened to the appointment last week. You are scheduled to come tomorrow and now there is a lack of trust because you didn’t show up twice. I will most definitely be following up should you not show up tomorrow.
Sincerely,
****** *****Business Response
Date: 09/10/2025
Rebuttal Response
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 an explanation regarding two previously scheduled equipment removal appointments where the technician did not arrive. These missed appointments were due to delays in technician licensing renewals, which have impacted our ability to schedule service visits and complete equipment removal.
Vivint’s records confirm that these delays directly affected the scheduling of her appointments.
A Vivint representative has attempted to contact Ms. ***** via phone and email to assist with this matter. After reviewing the account, Vivint is prepared to reschedule the equipment removal once an appointment becomes available, pending account verification and confirmation from Ms. *****.
To resolve this matter, Ms. ***** may contact Vivint’s representative 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 Resolutions
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