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
- 8,357 total complaints in the last 3 years.
- 2,960 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:08/07/2024
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 used Vivint for home security for the past 3 years. On 5/29/2024 the account was closed and a technician was sent to uninstall the equipment. I was told the account was closed by the customer service rep. that that was all that was required. I later discovered my credit card charged for the following month for monitoring. I contacted Vivint and was told the account was closed and I wound receive credit back to my credit card and this would not happen again. Now there is another charge for July! Upon calling today, I was told the account was still open even though they are not monitoring anything because there is no equipment and more than anything, I no longer own the ho.e as of 5/29/2024!The continue to fraudulently use my credit card number to bill for services I do not have! I followed a procedure today that is suppose to definitely close out this account. But this is the 3rd time I've been assured of this.
Business Response
Date: 08/13/2024
August 13, 2024
Better Business Bureau of ****
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 22107598
Complainant: *************************
Vivint Account #: *******
Date of Agreement: March 30, 2021
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that a technician removed the equipment from her home, and the account was to be cancelled. ************** states that she is still being charged. ************** states that she has moved and no longer owns the home where the equipment was installed. ************** desires the monitoring service to be cancelled and to be refunded.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on March 30, 2021. On May 27, 2024, ************** called looking to move her equipment. ************** was provided with several options and decided on a basic move. Vivints representative followed up with an email confirming the basic move package ************** agreed to. On May 28, 2024, ************* called due to the appointment to remove the equipment being cancelled. A new appointment was scheduled, and the move fee was waived. The account was not cancelled because ************** was going to have the equipment reinstalled. On July 8, 2024, ************** called to schedule an appointment to have the equipment reinstalled, however, there were no available appointments withing the next three to four weeks. ************** also disputed the charges for June 2024, as she is not using the equipment. Vivints representative agreed to credit the amount paid for ***** On August 7, 2024, ************** called saying she sold the home and moved in May 2024, and said that she cancelled the account. ************************************ informed ************** that a written notice of cancellation was never received requesting cancellation. During this call ************** sent in a written notice of cancellation and ************** was advised to allow thirty (30) days for the account to be closed.
A Vivint representative has attempted to reach ************** to assist with this matter via email. After reviewing the account, ********************** agrees to cancel the monitoring service effective May 29, 2024. All payments made directly to Vivint from that date forward will be refunded. ************** has no further obligation to Vivint.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, ******************** 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 08/13/2024
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:08/07/2024
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.
On 7/31 we answered a door salesman who sold us equipment without very much detail about the contract and offered us a 7 day "free" trial. On day 5 we tried texting him after deciding not to go through with the product. After 2 days on day 7 we call customer service for them to tell us we only had 5 days instead of 7. We are now stuck with 2000$ worth of brand new equipment that we will have to pay for the next 5 years and never will use.Business Response
Date: 08/14/2024
8/14/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22106924
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: 7/31/2024
To Whom It May Concern:
I have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** explains her sales representative gave her 7 days to try out the system, however, shes now being told she only had 5 days to try out the system. ************** is requesting cancellation and a refund.
To assist **************, Vivint is willing to cancel and refund her account upon receipt of the equipment. A representative has contacted ************** via email to schedule a system removal appointment.
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:08/07/2024
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 camera not working properly and I have contacted them several times a still not working properly .Ia cant see see anything after 8 pmBusiness Response
Date: 08/14/2024
August 14, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22106572
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: October 27, 2022
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 schedule a Smart Home Professional to complete a full system check with the main focus on the outdoor camera at no cost. ****************** 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:08/07/2024
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 want to cancel my service and they will not allow me to do so.Business Response
Date: 08/15/2024
August 15, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 22105735
Complainant: *************************************
Vivint Account #: *******
Date of Agreement: 6/3/22
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 cancel Mr. ******** account in accordance with his Agreement. ****************** may contact Vivints representative directly with 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:08/06/2024
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.
Was told that I could cancel at any time. It's only been two and half weeks and I have found out enough to know that I want nothing more to do with this business. Save yourself time money and anything else that goes with the problem. That's all they are is a problemBusiness Response
Date: 08/15/2024
August 14, 2023
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 22103691
Complainant: *************************
Vivint Account #: ********
Date of Agreement: 7/13/24
To Whom It May Concern:
I have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In her complaint, ****************** states the following Was told that I could cancel at any time. It's only been two and half weeks and I have found out enough to know that I want nothing more to do with this business. Save yourself time money and anything else that goes with the problem. That's all they are is a problem.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on 7/13/24 with an initial term of sixty (60) months. Vivint's records indicate a technician went to Mr. ******** home on 8/6/24. The 2 technicians stated that ****************** was very hostile, argumentative and very aggressive. **************** used foul and derogatory language and made threats to do harm to the technicians when he ordered them to get out of his house. Vivint's records indicate on 8/7/24 Mr. ******** parent called to cancel the account and was informed that the free trial period had expired. Vivint's records indicate that on 8/10/24 **************** sent a message to Vivint via social media saying that he had uninstalled all but the cameras and to stop by and pick up the equipment.
A representative from Vivint has reached out to ****************** in an effort to resolve this matter. Vivint agrees to cancel ********************** Agreement. Vivint agrees to cancel ********************** loan once he mails back the equipment and Vivint verifies it has all been returned in like new condition. If the equipment is not returned, ****************** will remain responsible for the loan. ****************** may contact Vivints representative directly if he has any further 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 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/06/2024
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 sales representative for Vivint smart home promised that myself and my partner would have 30 days to cancel services free of charge if we weren't satisfied with their security system. We were not satisfied at all. We find the equipment to be glitchy, cheap, and overall not useful. However, when we called to cancel the service, we were told that there is no 30 day free trial. The sales representative lied to myself and my significant other about there being a risk-free trial period of 30 days. He said, and I quote "If you don't like the product, you have a month to cancel". The sales representative for Vivint also signed my partner up for a credit card through Fortiva without informing my partner that it would greatly lower his credit score. In fact, my partner was not informed that he was being signed up for a credit card at all. In addition, my partner did not sign anything himself, as all of the contracts were filled out electronically on an iPad, which the sales representative did himself. Vivint implored extremely predatory sales practices on myself and my partner and now won't allow us to cancel without paying out the entire contract, which was not only forged, but presented in a completely dishonest way. I respectfully request that the better business bureau implore Vivint to do the following:1. Correct my partners credit report 2. Terminate the forged contract free of charge 3. Remove all equipment, as well as replace our original doorbells, smoke detectors, and all other appliances immediately.Business Response
Date: 08/12/2024
August 12, 2024
Better Business Bureau of ****
*************
**************************
RE: Consumer Complaint Case #: 22103094
Complainant: *******************
Vivint Account #: ********
Date of Agreement: July 27, 2024
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 the full cancellation of the Vivint Agreement. This will include removal of the Vivint equipment, a full refund of any payments made directly to Vivint as well as full closure of the equipment line of credit. ************ 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:08/06/2024
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 had a five year contract with this company starting June 8, 2019 to June 8, 2024, for equipment, installation and home security service. the monthly fee was $47.14. Location *************************************** ************* Il. I moved from ******** to ******** November 2023. I paid the company to remove the equipment. Did not have reinstallation done because did not have another residence at that time, but I continued to pay the monthly fee. I contacted their office in May 2024 informed them I was not renewing my contract. However they continued to withdraw $47.14 from my bank account July 10, 2024. I contacted my bank to dispute the charges, the bank have attempted several times to contact Vivint , no response. I called the company and they have not returned my money.Business Response
Date: 08/13/2024
August 13, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22102765
Complainant: ************************* *******
Vivint Account #: *******
Date of Agreement: June 10, 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 June 10, 2024, waiving the thirty (30) day cancellation period. Vivint also agrees to refund all payments made directly to Vivint from that date forward. ****************** 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: 08/14/2024
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:08/06/2024
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.
Back in November 2022, a Vivint *** was going door to door to offer solar panel services. We agreed to it and they said they would have them set up and working within 30 days. The solar panels were installed but right before having them inspected and turned on the company services the solar panels went bankrupt. We have tried UNSUCCESSFULLY for almost 2 years to have these panels inspected and turned on. Having multiple companies sent to our home saying yall are on the list for services. Meanwhile, we have had multiple leaks in our home from the faulty installation of the panels and one contractor from a solar company stepped through my ceiling and decided not to let us know about it. We have raised concerns multiple times with Vivint and they have told us that it is no longer their concern and that we have to go through the finance company for panel services. We have tried multiple times to get someone out here to fix the issues and/or get the panels turned on. All while we are paying the note for the panels AND our electric bill. Not to mention the money it looks like we will be out to fix the holes in our roof from the installation. Legal action will have to be the next step.Business Response
Date: 08/16/2024
August 16, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22102247
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: March 2, 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 work together on the most expedient resolution for her concerns. ***************** 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:08/06/2024
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 a Vivint system that was installed in August of 2023. The sales representative that sold me the equipment was going door-to-door in my neighborhood however, he did not come to my house. We spoke on the phone. I never met him in person. He lied to me he sent me the contract and rushed me through signing it while on the phone with me the entire time saying that everything he had already gone over is in the contract and I could just initial here because he had another appointment and had to hurry up. I ended up signing the contract feeling completely pressured and never read it, trusting YOUR employee.I called asking to cancel my equipment and service as I have not found it useful. Ive had to replace the front door lock three times since Ive had it. Upon calling today, they informed me that the contract states an early termination fee and would be over $1000, plus paying off my equipment.This was never explained to me from the sales rep ******* in fact, he told me that I could cancel it anytime and there would not be any fees and they would come and get the equipment. He said this multiple times during the conversation to ensure me that I had no obligation if I wanted to cancel.Now Im stuck in a contract because I was lied to and forced to sign a contract. If he can do this to me, then he can do it to an elderly person very easily and that is not OK. I am a disabled veteran with four children. now, it just adds to my stress levels with knowing that I was Completely and utterly scammed. I asked to speak to a supervisor , connected and told the same thing from the representative. This is unacceptable!!!!Business Response
Date: 08/13/2024
August 13, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22101942
Complainant: ***************************;
Vivint Account #: ********
Date of Agreement: August 8, 2023
To Whom It May Concern:
I have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
Vivints record shows that on August 7, 2024, a representative from Vivint reached out to ****************** in an effort to address and resolve the current issue. 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 LegalCustomer Answer
Date: 08/13/2024
Complaint: 22101942
I am rejecting this response because while I have received phone calls throughout the day, no one has left a message. My phone does not ring if its a potential spam number so unless they leave a voicemail, it looks like spam in my recent calls. The number left in this response doesnt match any numbers in my recent call history.
Sincerely,
*****************************Business Response
Date: 08/20/2024
August 20, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22101942
Complainant: ***************************;
Vivint Account #: ********
Date of Agreement: August 8, 2023
To Whom It May Concern:
I have reviewed the additional information provided by ********************************* and appreciate the opportunity to respond.
Vivints record shows that on August 16, 2024, a representative from Vivint spoke with ****************** in an effort to address and resolve the current issue. Two resolutions were offered to ******************, and she indicated that she would think about the resolutions and contact Vivint with a response.
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: 08/20/2024
Complaint: 22101942
I am rejecting this response because:Two resolutions were not offered. The one was to cancel my service and I would still have to buy out the equipment which would be rendered useless without service or with any other company. What good is this resolution when I was given fraudulent information regarding the cancellation of the service and equipment at any time and stating it could be picked up by Vivint according to your so called salesman ******. Hes a con artist. He lied, manipulated and pressured me into signing this contract that I didnt get to read. I should NOT settle for an offer that doesnt involve zeroing the contract and debt for equipment that will be useless and I still have to continue paying for if I opt to cancel my monitoring service without any liability charges. I politely decline.
Sincerely,
*****************************Business Response
Date: 08/26/2024
August 26, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22101942
Complainant: ***************************;
Vivint Account #: ********
Date of Agreement: August 8, 2023
To Whom It May Concern:
I have reviewed the additional information provided by ********************************* and appreciate the opportunity to respond.
Vivint stands by its previous resolution.
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 LegalCustomer Answer
Date: 08/26/2024
Complaint: 22101942
I am rejecting this response because:I have spoken with legal again and they are sending a technician out to check the equipment. This seems redundant as its been an ongoing issue with multiple replacements. The appt is scheduled for 9/4 and until after the appt and further discussion I am not willing to accept a response of telling me to contact them.
Sincerely,
*****************************Initial Complaint
Date:08/06/2024
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.
We bought the equipment about 3 years ago. They use another service (Vivint) for monitoring. In the past 6 months, we have had nothing but problem - opening front door set off alarm on regular basis. We changed credit cards, but did not notify them, so we agree we owe probably 3 months service before they turned off the system. I received a bill for $198.48 recently and called them yesterday. They don't cancel after they turn off system. To cancel this account I would have to pay $391.Business Response
Date: 08/12/2024
August 12, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22100807
Complainant: *************************
Vivint Account #: *******
Date of Agreement: July 25, 2020
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 account relating to ************** from collections and to waive the associated fees. ************** 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: 08/13/2024
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,
*************************
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