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:08/04/2024
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 several issues with my security cameras that I purchased thru vivent over the past year. By there own recommendations I upgraded my cameras to there newest model, cost me ***** dollars. After I had them install them I still have had major issues with them not working properly. I have had them come out several times and they claim to fix them buy issue still persists. I wanted my money back on cameras and they said I past the 30 days to return, even tho I had already complained about cameras not working before the 30 days. I called and complained and twice they hung up on me. I called the final time and the guy that talked to me basically told me I'm stuck with the camers. I just want them to take there cameras back and I want my money back, they do not work properly and I have already attempted to have them fix it several times and I have missed several days of work to be home when they come by for ther service calls.
Business Response
Date: 08/12/2024
8/12/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22090796
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: 1/4/2018
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** explains he recently upgraded his equipment and he is dissatisfied with with the equipment and service. ************** is requesting cancellation and a refund.
To assist **************, Vivint is willing to cancel his account and refund his equipment line of credit upon receipt of the equipment. A representative from Vivints Legal Team has contacted him 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 LegalCustomer Answer
Date: 08/16/2024
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,
***********************Customer Answer
Date: 08/21/2024
Complaint: 22090796
I am rejecting this response because:I filed a complaint against vivint. They responded and I accepted there proposal, but they have not followed up with the agreement. I called them, emailed them numerous times, and have left voice messages, but have not heard from them. I wish to reopen the complaint please.
Sincerely,
***********************Business Response
Date: 08/27/2024
8/27/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22090796
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: 1/4/2018
To Whom It May Concern:
I have reviewed the information provided by ************** and appreciate the opportunity to respond.
Vivint scheduled the system pick-up appointment for August 29th 8 am-12 pm. Vivint has cancelled Mr. ****** account and his line of credit will be fully refunded. ************** may contact the representative with any questions or concerns.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/04/2024
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 March 4th, 2024, Vivint contacted me about my account. I explained that I can no longer afford this service, and a representative offered a settlement to clear my account and pay off my equipment. I also requested the cancellation of the account, but no action was taken. Despite not being under contract, I was ignored. When I tried to contact the loyalty department, the number I called did not reach them, and I was placed on hold indefinitely. I was promised a call at **** EST the next day, but no one reached out to me. I received a text about a $25 resolve offer, but I was told I missed it. I responded, explaining the situation and expressing my frustration at not receiving my loyal call. Now, I have been sent to a collector after not getting a response to my text. This is unacceptable, and I demand the account be cleared and the false debt closed immediately as this is terrible way to treat customers in a hardship.Business Response
Date: 08/12/2024
August 12, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22089472
Complainant: *************************
Vivint Account #: *******
Date of Agreement: February 23, 2023
To Whom It May ***************** have reviewed the information provided by ***************************** appreciate the opportunity to respond.
In his complaint, **************** explains that he contacted Vivint about cancelling his account on March 4, 2024, as he could no longer afford it. He further explains that no action was taken by Vivint, and he has now been sent to collections.
At this time, Vivint agrees to cancel and remove Mr. ******* account from collections.
A legal representative from Vivint has attempted to contact **************** via email and phone 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: 08/14/2024
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. I appreciate Vivint understanding and am happy now that this matter is solved and closed!
Sincerely,
*************************Initial Complaint
Date:08/04/2024
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.
1.Date of transaction: June 3, 2024 2.The amount of money you paid business: I made the first payment $66.67 to their third party company so it wouldnt affect my credit until this get resolved. 3.What the business committed to provide you? I want them to honor what their sale agent offered me and my husband. Because we are still within the three month trial period; we want them to cancel our service and for them to pick up their equipment at no charge to us. 4.What is the nature of the dispute is? Their sale agent by the name of **************** offered me and my husband to try their security products for three months for free and we can cancel at anytime, we would not be in any contract, and that Vivint would give us $200 per ring cameras but we had to send ring cameras in to receive the payment. My husband asked him if we decided not to keep Vivint would we be able to get our Ring products back and he stated If we decides not to keep Vivint when they come back to pick up the equipment that they will actually put our system back up and we get to keep the door camera for free. I never signed any documents but found later in my email 5.Whether or not the business has tried to solve the problem? After speaking with one of their customer service rep; I was informed that because it was a three day clause (which was never disclosed to us) that in order for me to cancel; I would have to pay them over $5000. I spoke with their sale agent ****************, who informed me that he was going to pay the cancellation fee of $400 but the company will not take the funds and expects me to pay the full amount of the equipment which is absurd. 6.If the issue involves advertising when and where the ads was seen or heard. On the evening of June 3, 2024 at my home at ************************************************************. I have it on my ring camera and **************** via text message stated he is cancelling the service and will pay the fees.Business Response
Date: 08/07/2024
August 7, 2024
Better Business Bureau of ****
*************
**************************
RE: Consumer Complaint Case #: 22089436
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: June 3, 2024
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that the sales representative offered 3 months of free service and told them they could cancel at any time. She states she was told she would not be in contract, and she would receive $200 per ring camera but she had to send them in to receive payment. **************** states she was told if she decided not to keep Vivint, Vivint would put her other system back up and she would get to keep the doorbell camera for free. She states she requested cancellation and was informed she would have to pay over $5,000.00. **************** desires cancellation without penalty and removal of the equipment.
Vivints records indicate that **************** signed a Purchase and Service Agreement (Agreement) on June 3, 2024. On June 17, 2024, **************** requested the cancellation of her account due to failed sales promises.
A Vivint representative had attempted to contact **************** via email in efforts to resolve this matter. Vivint offers removal of the equipment. This will include cancellation of the remaining Vivint Agreement and equipment lined of credit without further penalty to ****************. **************** 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:08/03/2024
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.
Paid a deposit for a home security consultation on June 24th, 2024. In the amount of $196.47. I requested the cancelation if the consultation as I was able to procure my own security system. I spoke with a representative of Vivint Smart Home and was assured that my deposit would be refunded and was told it would take ***** business days to show back in my account. The money still has not been returned after a month of waiting and representatives state the refund is still in process. But will not provide any evidence that it has been initiated. I'm seeking just to receive my deposit back in full.Business Response
Date: 08/09/2024
August 9, 2024
Better Business Bureau of ****
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 22088089
Complainant: ***********************
Vivint Account #: ************
Date of Agreement: NA
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** states that he paid a deposit of $196.47 for a service that was never installed per his request. ************** states that he contacted Vivint to receive a refund, however, the refund has not been received. ************** desires to receive a refund of his deposit.
Vivints records indicate that ************** made a deposit of $196.47 for service and equipment that was never installed.
A Vivint representative has attempted to reach ************** to assist with this matter via email. After reviewing the account, ********************** agrees to refund the amount of $196.47 back to the original payment method.
To resolve this matter, Vivint agrees to the resolution as stated above. ************** may contact Vivints representative with any questions or concerns he may have.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, ******************** 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/03/2024
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.
This complaint is on behalf of my father ********************* against Vivint home security. A few months back my elderly 71 year old father called Vivint to make sure all of his emergency contacts were updated with the company so they took the info and updated everything. Then they took full advantage of him and sold him updated versions of equipment he already and was previously paid in full. On this call they bamboozled him into purchasing a new control panel, new doorbell camera and an inside camera for his home. None of that equipment was needed or requested by him. They took advantage of an elderly person, by preying on him and this borders Sr. ***** by a business selling him $800 or more worth of equipment that he's responsible for. My father is retired and on a budget. He cannot afford this! Vivint needs to make this egregious act right immediately. REFUND THE ***** BILLED TO HIM PLUS TAX IMMEDIATELY. They should only be charging him a monthly monitoring fee of $35-$40 and NOMORE!Business Response
Date: 08/09/2024
8/9/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22087206
Complainant: *******************
Vivint Account #: *******
Date of Agreement: 10/18/2016
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to lower ************** payment down to $35.66. ************ will receive a refund of $405.56 within 10 business days. ************ 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: 08/09/2024
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 HOWEVER, I need clarification that they will NOT continue to charge my father for anymore equipment.
Sincerely,
*******************Initial Complaint
Date:08/02/2024
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.
We moved houses and canceled our service on the house. 6 months later we recieved past due notices that we were being charged because they re activated our account now they are threatening the send this to collections, ******* is the representative we spoke to she said we will not waive payment and even though we canceled the account they still want to charge us a monthly service 6 months laterBusiness Response
Date: 08/09/2024
August 8, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE:
Consumer Complaint Case #: 22085652
Complainant: *********************
Vivint Account #: *******
Date of Agreement: 7/21/16
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 ****************** account. **************** has no further obligation to Vivint and 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:08/02/2024
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.
Vivint home security is sending sales people to my neighborhood and they are very aggressively and annoyingly harassing residents by going door to door. Even as late as 9pm! Theyve been in the ********************** and other areas. The employees do not take no for an answer. We tell them dont come back and they reply saying they will come back tomorrow. NO! No one wants your service and after these experiences one will ever do business with this company. **** post on ******** the photos of employees and warning other residents. Your sales people even try to look in our windows!!! Hugely unprofessional and scary!Business Response
Date: 08/09/2024
August 9, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 22085544
Complainant: ************
Vivint Account #: NA
Date of Agreement: NA
To Whom It May *********************** have reviewed the information provided by Mr./Ms. ************ and appreciate the opportunity to respond.
The kind of behavior Mr./************** has reported is not consistent with Vivints policies, and this complaint will be reported to the sales management in Mr./****************** area once they submit additional information. Vivint will put their address on the no contact list once they provide it. Vivint appreciates Mr./************** ******** 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 LegalCustomer Answer
Date: 08/10/2024
Complaint: 22085544
I am rejecting this response because:the sales people continue to knock late in the evening and they wont go away! It is very upsetting and scaring some residents! No one will ever buy from your company. The aggressive behavior is so bad that weve called the police! Your sales people make us feel unsafe!!
also door to door selling stopped being effective back in the 1980s! Get a freaking clue! Leave everyone alone!!
Sincerely,
************Initial Complaint
Date:08/02/2024
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.
We have attempted 2 to cancel our account due to us moving. The first time was back in ********** apparently put the account on hold rather than canceling. They started charging us again in June. I called in July to cancel and spent over an hour on the phone trying to cancel the account. I was told it was cancelled and that I would be recieving a cancellation confirmation within 48 hours via email. That never happened. Today I called back for a third time (2Aug24) and was told the account was not cancelled and still being charged. I am at my wits end trying to get resolution to this. I do not understand how it is so complicated to cancel an account.Business Response
Date: 08/08/2024
August 8, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22085146
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: December 16, 2017
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 July 18, 2024, as the original request to cancel did not come from the contract signer until July 18,2024, as per account notes. ********************** also agrees to a total refund in the amount of $104.28 for the payments made in June and July 2024. ********************/***************** may contact Vivints representative directly if they have 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:08/02/2024
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.
We moved into our home and the previous owners had a Vivint system. We took over the account on a month to month basis. I have been attempting to cancel this account for 30 days. Hours spent on the phone. Multiple emails sent and nothing has been done. They are continuing to charge my account. I have zero contract nor do I have any money owing for anything. Vivint is making it impossible to cancel.Business Response
Date: 08/07/2024
August 7, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22084966
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: June 5, 2021
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 remaining Vivint Agreement effective July 17, 2024, without further penalty to **************. A refund of any payments made from that date forward will be sent. ************** 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:08/02/2024
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 am writing to formally express my concerns regarding the difficulties I have encountered while attempting to cancel my service agreement with Vivint Security Company, which I have held for approximately five years.On or around early to mid-July, I initiated the cancellation process due to the sale of my house. During that time, I was assured that all hardware and surveillance equipment had been fully paid for and that it was simply a matter of canceling the service and ensuring that my private information would be securely handled. However, during my most recent call on August 2nd, I was informed of a step in their procedure that was not disclosed to me during my previous interactions. This procedure may take up to 30 days to complete.I must express my frustration regarding the lack of communication concerning this policy and my concern about the continued existence of my private videos and data on your system after I no longer own the property. It is unacceptable to complicate a straightforward cancellation process, imposing bureaucratic hurdles and seeming pressure to involve the new homeowners in securing service contracts with Vivint.My primary concern is the risk of my private information remaining on an active account, without my oversight or access to the equipment, for an extended period. I believe this poses a significant privacy risk and I urge you to take immediate steps to address this situation.I appreciate your attention to this matter and look forward to your prompt response.Business Response
Date: 08/09/2024
8/9/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22083580
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 4/29/2019
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel ****************** account without penalty. *************** 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: 08/09/2024
Complaint: 22083580
I am rejecting this response because: The response lacks of confirmation on the dates and times for the cancellation. It seems that we are still awaiting clarity on whether this will be addressed as I initially requested more than 30 days ago or the last time a couple of weeks ago. This response appears to be another attempt to avoid accountability without any commitment.
Sincerely,
***************************Business Response
Date: 08/14/2024
8/14/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22083580
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 4/29/2019
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
****************** account was cancelled on August 12, 2024 at 8:14 AM. **************** 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: **************, 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,
***************************
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