Complaints
This profile includes complaints for Vivint Smart Home's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 8,543 total complaints in the last 3 years.
- 3,058 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:09/26/2025
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.
Aug. 2nd, 2025, a Vivint Sales Person knocked on my house door. He offered a free of charge equipment upgrade (Upgraded front panel + New backyard camera & Upgraded front door camera/ringer). claim that i was of good standing with the company as a customer.
I asked the person three times if not more to confirm of no expected charges for what they (Vivint) about to do and he confirmed there will be no charges for the upgrade of the equipment.
Their techs came in less than 2 hrs later and installed the upgraded units.
Tech himself confirmed that if there were charges he would have known, as it would list something to that effect onto his work pad.
Unit was completely installed that night of the Aug. 2nd, 2025.
Aug. 11th, an Unauthorized Charge of $325 was debited off my debit card. My card was provided to vivint previously, to cover my monthly $40 service charges.
Let it be known, i have no contract with Vivint, its on a month by month bases.
I reached out to vivint on the 11th of Aug, to notify them of their mistake. they stated it was for the upgrade of the equipment on Aug 2nd.
I repeatedly explained to them those details above and they promised to address them as prompt as possible. all this since Aug 11th.
As a result, i called my bank and disqualified the transaction and took my debit card off their system. Told Vivint on Aug. 11th, 2025 to immediately cancel my monthly services and to come get their equipment removed, ASAP.
I told them that i no longer want to deal with vivint, as i felt i was tricked. they ensured me they will investigate their sales person and correct the issue and to give them sometime in order to resolve the issue.
Issue hasn't been corrected. i keep getting promised of a return call of 48 hrs or less, but to no avail.
Made multiple calls & requests, all since Aug. 11th, 2025.
Talked to multiple people and requested their highest authority.
Now, they tell me to pay the negative balance for Aug & Sep to close my acct for me.
Business Response
Date: 10/04/2025
10/4/25
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Mr. ******* and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 10/06/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23938991, and find that this resolution is satisfactory to me.
Sincerely,
***** *******Initial Complaint
Date:09/25/2025
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 requesting immediate cancellation of my Vivint contract due to misrepresentation by the sales representative on 8/21/25.
The rep assured me of the following:
-Equipment cost of $2100 after discounts
-2 months free service, later increased to 3 months
-Monthly billing of $63.66 split between Vivint and Fortiva
-Promotions and discounts to be applied shortly after contract signing
-3,500 Fortiva credit limit with $2,100 allocated to equipment and remaining balance for future use when needed
-30 day cancellation period without penalties or charges
Despite multiple requests to cancel within the 30 day window due to property damage, equipment issues, $3,723 equipment charges, and Vivint billing, I was repeatedly told by the sales rep that these issues would be resolved. However, he failed to make the adjustments and proceed with cancellation requests, and eventually has stopped responding to calls and texts.
Customer Service and the Loyalty Teams could not adjust my total bills to $63 per month. They provided conflicting information stating I had 3 days to cancel and others confirmed I had 30 days. They failed attempts to cancel because contact had to be made with the sales rep first. He had 24-48 hours to respond and acknowledge the cancellation and/or billing adjustments in which he failed to do each time. The Loyalty team never followed up with me as promised. I had to call back each time, only to be eventually told that I had exceeded the 30 day cancellation period by 2 days. Although they previously acknowledged records showing my attempts to cancel prior to 30 days, they are now claiming there is no record of this. Their inconsistencies and lack of follow through has resulted in exceeding the 30 day period.
These actions including failure to honor the terms communicated by the sales rep constitute in a breach of trust and misrepresentation. I am therefore requesting immediate termination of the contract without any penalties or charges.Business Response
Date: 10/02/2025
October 2, 2025
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Ms. ******** and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 10/09/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23936238, and find that this resolution is satisfactory to me.
Sincerely,
******* ********Initial Complaint
Date:09/25/2025
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 September 25, 2025, I contacted Vivinit Customer Service regarding cancelling my service. I was informed that Vivint would require an early termination fee and that the equipment line of credit would need to be paid in full before service cancellation. I am willing to pay for the equipment contract even though Vivinit is no longer associated with Citizens Pay. I was advised of this in August 2024.
I was misled into signing a Vivint Smart Home contract in 2023 by salespeople who falsely presented themselves as affiliated with ADT, my then-current provider. I was never told that the contract was for five years. The written agreement confusingly states it is “month-to-month during the initial term,” but no dates are listed. A separate Citizens Pay financing agreement for the equipment further obscured the true contract terms.
I signed under the belief that the service was month-to-month, not a five-year commitment as stated in the Agreement. This constitutes borderline fraudulent inducement and certainly a deceptive trade practice.
Vivint has attempted to enforce an unenforceable five-year term, which I dispute. I request that Vivint immediately cancel the contract without penalty, confirm in writing, and cease billing or collection attempts.Business Response
Date: 09/30/2025
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 apply a $60.00 credit to the account. Pending further action from the customer, Ms. ****** intends to pay off the remaining equipment balance. Ms. ****** may contact Vivint’s representative directly if there are any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:09/25/2025
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 contacted Vivint numerous times trying to cancel my service and they have not allowed me to do it. They are requesting a pin which I do not have and so they said that they were going to mail it. I’ve called probably about six times to have them mail it and I’ve never received anything physically in the mail. They will not allow me to cancel my service without this pen and they are making it impossible. I need to have a higher up manager give me a call and see how we can cancel the service. I cannot keep this bill piling up.Business Response
Date: 09/30/2025
To Whom It May Concern:
I have reviewed the information provided by Ms. ********** 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 provide Ms. ******* with clarity on the 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: 3401 Ashton Blvd, Lehi, UT 84043, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:09/25/2025
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.
Deception in advertising. Vivint told me I could upgrade my security system for free. Then had a third party to send me a bill that I didn't agree to.Business Response
Date: 09/30/2025
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 to discontinue an advertised claim due to an open line of credit.
Vivint’s records show Mr. ******* added upgraded on 6/11/2025.
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 investigate the recorded calls for sales representative promises, 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: 3401 Ashton Blvd, Lehi, UT 84043?or fax number: (801) 765-5759, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsInitial Complaint
Date:09/25/2025
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 renewed my contract with Vivint on September 2, 2025 with the understanding that I would get an outdoor camera and spotlight for $100.00 ($50 per item). These items normally together are sold for $649.98 through Vivint.
After the technician installed the equipment I was told I owed $563.53 and that the technician waved the 99.99 installment fee.
I told him that I didn’t owe that. So he called his supervisor who told him that he would have to remove the equipment if I didn’t pay for them. I paid for it telling the technician that I would call Vivint on Monday to discuss the miscommunication.
Since September 8th I have been getting the runaround about my refund.
I spoke with a member of the Loyalty Department who said I should get my refund within 5 days of the call.
As of September 25, 2025, I have not received my refund. I called again on September 25, 2025, spoke with Sarah who states I will get my refund within another 5 days.
On a September 10th call I was told I would be getting $100 credit toward my bill, then on September 16th I was told I would be getting a $25 dollar credit.
Also I was told I could only cancel the 48 month renewal if I pay $1,078.76 because I waited over 3 days after September 2nd.
I should be able to cancel the 48 month renewal since they’re not honoring the $100 for the outdoor Sambra and spotlight and I haven’t gotten my $463.53 plus tax.Business Response
Date: 09/30/2025
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 process a refund in the amount of $463.53. Ms. ******* may contact Vivint’s representative directly if there are any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 09/30/2025
Complaint: 23934978
I am rejecting this response because:1) I was never contacted by a Vivint representative, all communication efforts was by me.
2) I checked my account on September 29, 2025, and saw that a refund of $463.53 was pending my account. I checked my account on September 30, 2025, and the $463.53 was no longer pending nor has it been deposited into my account.
3) Vivint isn't addressing the fact that they offered $100.00 credit then and additional $25.00 credit toward my account. My question is will they honor the two credits?
Sincerely,
***** *******Business Response
Date: 10/04/2025
10/4/25
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 Ms. ******* and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 10/06/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23934978, and find that this resolution is satisfactory to me.
Sincerely,
***** *******Initial Complaint
Date:09/25/2025
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.
One of their reps going door to door was very untruthful with his sales tactics. I was told that I would only have to pay small monthly payments of about $. Now after having the service, I am being told that my service cost $1186.10 which I never agreed to this amount. And when I contacted the business, and told them due to their sales rep being deceptive, I wanted to cancel my service and they were only trying to lower the balance and would not cancel. I no longer want their service.Business Response
Date: 10/03/2025
October 3, 2025
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Ms. ******** and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive Resolutions
Customer Answer
Date: 10/08/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23934452, and find that this resolution is satisfactory to me.
Sincerely,
********* ********Initial Complaint
Date:09/25/2025
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 to receive services. I was not told that I had to get a wire installed for my doorbell system. I specifically asked for wireless. A wire doorbell was sent. And I was charged. I called to cancel my service several times!!! I called every day for weeks! Ultimately, I was charged and sent a $1100 bill! I offered several times to send them the equipment back. Only thing they keep doing was trying to keep me on their books. I could only speak to retention specialists. I begged them to cancel my service. Now, I have a bill on my credit for over $1000. I also sent Vivant and the collection agency proof in form of an email of me being got them to cancel my services. Now I no longer have proof because they never did anything about it. My emails have since been deleted.Business Response
Date: 10/02/2025
October 2, 2025
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Ms. ****** and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 10/08/2025
Complaint: 23933909
I am rejecting this response because:They told me that they would resolve the issue. The issue was not resolved and said they were unable to give me a refund on my account. The representative told me the account was $250 but its actually $1158 with collections. I have no idea what the issue is but I'm not surprised because this has been my experience since I signed up for their services.
Sincerely,
******* ******Business Response
Date: 10/14/2025
October 13, 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.
In the rebuttal, Ms. ****** states that Vivint is unable to refund the account and the matter has not been resolved.
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: 10/16/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23933909, and find that this resolution is satisfactory to me.
Sincerely,
******* ******Initial Complaint
Date:09/25/2025
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 8/27/2025, Vivint came to my home while I was cooking dinner and pitched their system to me. I felt pressured to purchase the system, and when I asked about potentially cancelling down the road due to budget concerns, I was told I could cancel at any time with no problem. Since I had not been paid yet from my new job, I wasn't fully sure what my budget would look like, and that was what I told the sales rep. When he said I could cancel at any time, and that I could have 3 months free to try it out, I said ok. They immediately came to install the system without warning, and that took 90 minutes on a school night. I have been trying for 3 weeks to cancel my contract due to shady business practices and they refuse to cancel it. I have been promised contact back from multiple people at Vivint and have not once received a follow up.
My system has not worked since 10 minutes after it was installed, and with no follow up to have it fixed aside from the day after installation, with o warning, while I was at work, with no follow up.Business Response
Date: 10/01/2025
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 misleading sales representative.?
Vivint’s records show the account is Within Terms as of 9/2/25.
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 lower you monthly monitoring rate to $34.99, cover the $15 video fee for 12 months, and a technician at no cost to you, 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: 3401 Ashton Blvd, Lehi, UT 84043?or fax number: (801) 765-5759, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsCustomer Answer
Date: 10/03/2025
Complaint: 23933060
I am rejecting this response because:I have spoken with a representative from the Executive Resolutions team (both in email and over the phone after this resolution was presented to me via email prior to being posted here) and they are working to find a different resolution.
A lower monthly rate does not fix the bulk of the issues that I am having, and it does not mitigate the predatory business practices.
I am currently waiting for a follow up by 10/7 regarding my account and what can be done.
Sincerely,
******** ********Business Response
Date: 10/07/2025
10/7/25
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 Ms. ******* and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 10/12/2025
Complaint: 23933060
I am rejecting this response. I did tell the representative on the phone that this did not feel like a resolution to me. The predatory business practices of the Vivint salesperson should not be allowed to continue. I did let them know that I intend to continue to fight this, because it is unacceptable to me that they refuse to take responsibility for the actions of the people they allow to represent their company. Vivint being unwilling to help their customers is not a resolution.
Sincerely,
******** ********Business Response
Date: 10/14/2025
To Whom It May Concern:
I have reviewed the information provided by 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 six months of free monitoring in the amount of $61.47 and Ms. ******** stated that she plans to pay off the equipment balance, and proceed with cancellation of the 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: 3401 Ashton Blvd, Lehi, UT 84043, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 10/21/2025
Complaint: 23933060
I am rejecting this response because:I said that out of the two options presented to me, paying off the equipment was more favorable, but that I intended to fight it more if at all possible. I am not getting paid at this time due to the government shut down, and it feels unfair and predatory to not be willing to work with me at all.
I am not satisfied with the efforts being made, and the lack of willingness to be flexible and take responsibility.
Sincerely,
******** ********Business Response
Date: 10/28/2025
10/28/25
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 23933060
Complainant: ******** ********
Vivint Account #: A-********
Date of Agreement: 8/27/2025
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 downgrade selected equipment and scheduled a technician to complete an equipment pull. 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:09/25/2025
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 had entered into a 51 month contract with Vivint. In July 2025, just prior to month 51, I requested cancellation of services at the end of the 51 month term. The system was to be sold with the house to which it was attached at the end of August 2025. The new owners of the house are unable to establish service with the system. It turns out that Vivint did not cancel services IAW my July 2025 request and the successful completion of the 51 month contract. And they have been trying to charge me for continued services. I am requesting an end of services per my July 2025 request and the terms of the 51 month contract DATED BACK TO the end of month 51. Any charges post month 51 should be removed.Business Response
Date: 10/01/2025
October 01, 2025
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Mr. ****** and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive Resolutions
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