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
- 8,341 total complaints in the last 3 years.
- 2,955 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:08/11/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On June 20th, 2024, a salesman named ************************* knocked on our door. My dad, who doesnt speak English very well, let him in. Despite speaking only limited Spanish, *****, who works for Vivint, offered my dad a security camera system. He explained that the first three months were free and that we could cancel anytime within that period. If we decided to keep the service, the monthly payment would be around $50. It sounded too good to be true, but I didnt learn about it until I got home a few days later.Two weeks later, we received a bill from Fortiva, the company that sold us the equipment. ****************** failed to mention that the equipment was purchased, not rented or leased, and that the first payment for Vivint was due a month laterso the first three months werent free after all. Now, were stuck with a debt of almost $6,000 for the system and equipment. Vivint refuses to help us cancel the contract, and ******* isnt willing to assist either. I no longer want the system, the equipment, or dishonest salespeople taking advantage of others.
Business Response
Date: 08/14/2024
August 14, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22126290
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: June 20, 2024
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to remove the Vivint installed equipment. Upon removal of the equipment Vivint will cancel the remaining Vivint monitoring agreement as well as the equipment line of credit without further fees or penalties to ****************. **************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 08/15/2024
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:08/10/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The company has people walking the area going house to house at 8pm at night. I have a no soliciting sign visible in all directions and the person still comes up to my home at 830pm and wakes up everyone. This is not the first time this same employee is trying to sell their product at this time of night couple months ago it was at around 915pm. Tried to call Vivint to have them stop coming to my home. They have been pushing me to by their security system even though he can see I have an alarm company sign up and the no soliciting sign. All I want is for these sales people to stop showing up to my home. If I am In need of their services I would have called the company.Business Response
Date: 08/16/2024
August 16, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22124120
Complainant: ***************************
Vivint Account #: N/A
Date of Agreement: N/A
To Whom It May Concern:
I have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
In his complaint, ****************** explains that people from Vivint walk in his area around 8pm at night. He further mentions that there is a no soliciting sign right in the front door that is being ignored. ****************** desires no further contact.
The kind of behavior ****************** has reported is not consistent with Vivints policies and will be reported to the sales management in Mr. ******** area. Vivint apologizes for any inconvenience this may have caused and appreciates Mr. ******** feedback and will ensure that any coaching or disciplinary action is carried out swiftly.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/10/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
As a customer of ********************** for almost 15 years I was under the impression my home and family was protected by their services. Monthly they deduct the payment. Two weeks ago I noticed my system was set off and say it was not communicating and they would call. Coincidentally it was always early on the weekends. So I call called back for assistance. The person informs me my system is old and has not been working that I need a new one and it would be another $100+ a month. I responded on just wanted to cancel and shop around. They informed me I could only do that during the week and the only way to stop the alarm was to give him more money. I asked them not to call me again and I would call on Monday. Five minutes after I hung up they called again but told me again they couldnt do anything. So I called during the week to cancel. The *** then convinced me to resign with them for a 60 month contract and they would get the system working. Well the days they were suppose to come came and went so I called back yesterday and they tried to tell me that prices had changed and I would need to redo it. After I told them I had the emails they sent that I agree to he then honored it and promised they would be out today to fix it. Again no one came so I called again the person then told me we dont have any times for months but we can give you $15 credit for the trouble. I have been paying almost $60 a month for a system that doesnt work that they knew wasnt working but they expect me to keep paying and wait months until they can fix their system. This seems like fraud because they had me sign a contract with them knowing they could not honor their portion. I just want them to fix the system.Business Response
Date: 08/19/2024
August 19, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 1501650
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: April 30, 2010
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 ************** and a resolution has been agreed upon. At this time, Vivint has agreed to work with scheduling on trying to obtain the soonest appointment to complete Ms. ****** upgrade and to provide a recurring credit covering the monthly monitoring service fees for three (3) months. ************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/10/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have had Vivint smart home since 2017. We have had multiple issues with cameras since the start. Approx 3 months ago a tech came and replaced one of the cameras. We also added another door lock. He stated if we needed anything we can reach out directly for any new equipment we needed. My wife texted him and he gave us an appointment of 6/26. She confirmed the day before and he said we were still on. The next day we waited and he texted that a tech called out and they couldnt come. From that message the never responsed again. My wife reached out to one of the managers whose number we had, he apologized and said well set up another appointment which was 7/26, the manager ****** sent a group text the day before with the local manager on it. The local manager called my wife, than said hed have to call her back- he never called back, never responded to any texts and to this day we have not heard back from him. Finally a week later ****** responded that he was on vacation and would look into it. I called the main number they said their was no record and they would setup an appointment but there was an issue in the system and they would fix it, I stayed on the phone for 3 hours while waiting for an appointment to only finally hang up since I was at work and couldnt wait any longer. ****** text my wife this last Monday and asked what day works. She told him any Saturday, he has not responded since, multiple texts no response. I cannot understand how we want to have our cameras fixed and buy additional equipment and cant even do that. Absolutely unheard of. Why cant I buy additional equipment and be treated like a paying customer? .Business Response
Date: 08/16/2024
August 16, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22123288
Complainant: *************************
Vivint Account #: *******
Date of Agreement: January 3, 2018
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 ****************** and a resolution has been agreed upon. At this time, Vivint has agreed to continue working with ****************** on having a Smart Home Professional scheduled to resolve his camera concerns. Vivint also agrees to provide a three (3) month recurring credit covering the monthly monitoring service fees. ****************** may contact Vivints 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: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/10/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My first appointment was supposed to be 16 July for a reinstall of my system. I ***lied to the text messages confirming my appointment, stayed home from work and no one showed up or call. I call the customer service number and no one could contact the tech at about 1230ish I was told the tech had called in sick and to resechulde. I eventually called back and did. Getting an appointment in 10 Aug *********. I call them around 1130 say hey this has happened before. The first call got disconnected when I was transferred to the move specialist. I called back again the customer service *** tried to reach the tech and nothing, I asked whats the name of the local company here in AL because its starting to feel like working is being given to a company that does not exist. Who else can I call. She said they are telling me you should just reschedule I said but who am I rescheduling with. I ha e wasted 8 plus hours trying to get this system put back in. I am still paying for the equipment. Vivint will not take it back I have been told I can sell it. I need help.Business Response
Date: 08/14/2024
August 14, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22122697
Complainant: ***********************;
Vivint Account #: ********
Date of Agreement: July 28, 2023
To Whom It May Concern:
I have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that a technician was scheduled to have her system reinstalled. She states the technician was a no show. ************** states the appointment was rescheduled but again no one showed up. She states she is still waiting to have her system reinstalled. ************** desires to have the job finished
Vivints records indicate that ************** signed a Purchase and Service Agreement (Agreement) on July 28, 2023. On July 16, 2024, ************** was notified that her technician appointment needed to be rescheduled. On August 10, 2024, Vivints records show the technician appointment was again rescheduled.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint has a technician scheduled to go to the home of ************** on August 17, 2024, in efforts to resolve this matter. Vivint offers three (3) months of monitoring service for any inconvenience this may have caused. ************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/10/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ive been trying to cancel my Vivint service since March 2024. I no longer live in the house which I had the service. I spoke with a *** via phone in March who offered me 3 free months of service to prevent cancellation at that time. I was informed that cancellation would be done in June 2024. In June 2024, a ***resentative from the loyalty team called me and wanted to extend my contract. She and I spoke and I informed her that I wanted to cancel instead. She said that she would callback in 3 days to complete the cancellation, in which she did callback . After that conversation I was under the impression the account was cancelled. Well, July 31, ****************************** the mail with a balance stating that my account was not cancelled as requested. I called and spoke with a ***resentative that same day who informed me to send an email and the account would be cancelled in 3 days which would have been Aug 2, 2024. After speaking with someone from loyalty team yesterday the account is still not cancelled and I had to make a payment to complete the cancellation. I shouldnt have been made to pay anything! I want the account cancelled now and no further payments!Business Response
Date: 08/16/2024
August 16, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22122049
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: June 24, 2019
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 ******************** and a resolution has been agreed upon. At this time, Vivints records show that the account is in the process of being cancelled. This process can take up to thirty (30) business days. Vivint agrees to refund the payment made on August 9, 2024, in the amount of $47.14. ******************** has no further obligation to Vivint. ******************** may contact Vivints 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: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/09/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I contacted Vivints move specialist in May of 2024. They set me up for an Elite Move which is where I leave my current equipment in my old house (**************************************************************). I was initially scheduled for an install on June 5th, 2024 in my new house. That appointment and about 6 other appointments were canceled by Vivint last minute. I have spent hours and hours on the phone over the last 3 months attempting to set up my new install. I just got off the phone again for 2 hours to where I was told to hold again and they just hung up on me. I need my home protected. This is why I have been with Vivint for years. But now that it has been 3 months and still no install, I need to get another company. I cannot get ahold of anyone to make a decision to close my account since they cannot honor their side of the contract. Can I receive any assistance?Business Response
Date: 08/15/2024
August 15, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22121268
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: September 26, 2019
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the monitoring service effective August 15, 2024. Vivint also agrees to cancel with forgiveness the remainder of the equipment line of credit with Citizens. **************** has no further obligation to Vivint. **************** may contact Vivints 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: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 08/15/2024
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. The Vivint representative was extremely helpful and it was nice to reach someone that could actually help me. Thank you to BBB.
Sincerely,
***********************Initial Complaint
Date:08/09/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I tried canceling my account with ********************** and after an hour of being transferred a variety of representative was once again placed on hold. Ii am moving to a different city and do not wish to continue this service nor take the equipment, Finally, I asked them ( which I had asked previously ad nauseaum ) to cancel my account **** would no longer pay for a service I was not using. Once again i placed on hold after the representative stated he needed time to finish the documents.Business Response
Date: 08/16/2024
August 16, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22119290
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: January 22, 2022
To Whom It May Concern:
I have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
In her complaint, ******************** explains that she tried to cancel as she is moving to a different city. She further explains that she does not wish to pay for a service she is not using.
To assist, Vivint has decided to cancel *********************** without penalty. It's important to note that she remains accountable for the equipment loan with Citizens One.
Vivints records show that ******************** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This shows a monthly services fee of $34.99, and total equipment fee of $3,285.96, that was financed through Citizens, plus applicable taxes during that term.
Despite the validity of this Agreement, Vivint agrees to the above resolution and has forgiven the remaining 29 months on her contract. ******************** has no further obligations to Vivint; however, she is still responsible for the cost of her equipment.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have had a security camera and a security door sensor that have been damaged and not working since December. I have reached out to Vivint on several occasions. They have told me they do not have technicians in my area. They also have said my work order has been escalated to urgent status. None of their responses have been satisfactory as it has been well over 7 months with no repairs. I pay my bill every month and am not getting the service I am paying for. This is the 2nd complaint I have filed with the better business bureau.Business Response
Date: 08/14/2024
August 14, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22118982
Complainant: ************************;
Vivint Account #: ********
Date of Agreement: July 19, 2023
To Whom It May Concern:
I have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
A legal representative from Vivint has once again attempted to contact ******************** via email and phone in an effort to address and resolve the current issue.
Vivint agrees to send a technician to Mr. ********* home at no cost to resolve any ongoing issues once a technician becomes available. To further assist, Vivint also applied a 2-month recurring credit to his account and is willing to assist ******************** over the phone to resolve his concerns.
For any additional questions or concerns regarding this matter, ******************** is encouraged to reach out directly to ********************************** / ************).
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I opened an home security account with ********************** several years ago. The monthly service charge was billed monthly to my credit card. I had a 5 year (I think) commitment.On February 13 2024 I called to cancel the account. I spoke to a person named ******** and was told be her I needed to pay $210.13 to close the account. I paid that amount.I received several communications (mail, email, TEXT, and phone calls) to pay $88.15 for the monthly service (May and June 2024). I called Vivint on 4/30/2024 and after 30 minutes of arguing, I was told the account is closed and no more billing will occur. Yesterday, 8/08/2024 I received 3 separate credit card transactions ($43.06, $45.09, and $43.06).I've disputed the transactions with the bank but I believe this is fraudulant.I would like the account *********************** # *********) to be closed and the monthly billing to stop.Business Response
Date: 08/14/2024
August 14, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22118709
Complainant: *********************
Vivint Account #: *******
Date of Agreement: May 31, 2019
To Whom It May Concern:
I have reviewed the information provided by ************ and appreciate the opportunity to respond.
In his complaint, ************ states that he requested to cancel his account and was told to pay $210.13 to close the account. He states ********************** continues to charge him. Mr. **** desires a refund.
Vivints records indicate that ************ signed a Purchase and Service Agreement (Agreement) on May 31, 2019. On February 13, 2024, ************ requested the cancellation of his account stating he cannot afford it. Vivints records show the early termination fee of $210.13 was paid by Mr. ****. On July 15, 2024, ************ informed Vivint that he cancelled his account, but that he was still being billed. On August 12, 2024, the cancellation process was completed and a refund of $138.41 was sent.
A Vivint representative has attempted to contact ************ via email in efforts to resolve this matter. Vivint has requested that ************ confirm that the refund of $138.14 that was sent will resolve this matter. Mr. **** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint Legal
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