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
- 8,368 total complaints in the last 3 years.
- 2,966 complaints closed in the last 12 months.
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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:08/03/2024
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,
***************************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.
I called Vivint in 2021 for their services. I ended up signing up for home security and bought the equipment financed through citizens bank. In 2024 I sold my house. The security system had to stay. I paid off the equipment through citizens bank. I called Vivint and they said I signed a contract until 2026 for their services. I 100% did not sign a 5 year service contract with them. They refuse to stop charging my credit card. I have filed a dispute with my credit card company. This is bad business and I 100% did not sign up for 5 years. It was a month to month with me agreeing to purchasing the equipment.Business Response
Date: 08/07/2024
August 7, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22082839
Complainant: *************************
Vivint Account #: *******
Date of Agreement: February 2, 2021
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she sold her home in 2024 and paid off her equipment. She states she was told she was in contract until 2026. ************** states she did not sign a 5-year service contract. She states Vivint will not stop charging her. ************** desires a billing adjustment.
Vivints records indicate that ************** signed a Purchase and Service Agreement (Agreement) on February 2, 2021. On August 2, 2024, ************** requested the cancellation of her account due to moving. Vivints records show ************** was informed that she would need to pay the early termination fee in order to cancel.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint offers the cancellation of the remaining Vivint Agreement 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:08/02/2024
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.
07/29/2024 A representative knocked on my door to make a sale for their security system, he was going door to door. I live in ****************** ******************* witch clearly has posted at the entrance "No Soliciting". Vivant is in clear violation of this and should not be allowed to do so ever again.Business Response
Date: 08/09/2024
August 9, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22081297
Complainant: *****************************
Vivint Account #: ************
Date of Agreement: NA
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 place all of Mr. *********** contact information from his complaint on their Do not call/contact/knock/solicit list. ************************ 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:08/01/2024
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 this security that I feel was set up for the thieves its been about 3 yrs. I have had thieves in my newly first time buyer home so many times I cant count the times. I got the keypad door locks which activates with your digital password. In the first 2 1/2yrs I had about different technicians in my home. Each time they asked me for my phone cause they got to do something technical as if they couldnt tell me what to do being its my personal phone. Theres NEVER nothing on camera to show you who the thieves are. How could they know my password when Im the only one that lives in my home and its not written down nowhere. They have stolen everything but the kitchen sink besides cracking the pipe underneath it. When I discovered it the bottom of my country style sink was rusted out! They went room to room and stole my things it had to be a crew of them thieves! Id find out only when I look for something and its gone, which makes you look further for other things. Theyve gotten thousands of dollars worth of merchandise Id say the same amount as this poor security system. I was overcharged for the pad on the wall too $1500 when a friend of mines paid $700. Since I fault there techs Im told they would not send another to my home. I would have to hire a electrician! There billing me for a camera thats not working. I cant get a password to try there weak apps again. There customer service makes you want to explode hearing the same lies from there screen. Ive tried 2 yrs ago to cancel out. Im told I got to pay $600 to cancel. Ive lost thousands and now I got to pay to move forward without the heartache. I want out of this nightmare. The Police have been here so many times they hardly bother. The thieves I feel share apps with having your phone you know not what theyre doing. I really feel like this is something the *********************** needs to know. They scammed me into signing the contract. I need a resolution ASAPBusiness Response
Date: 08/07/2024
8/7/2024
Better Business Bureau of ****
*************
**************************
RE: Consumer Complaint Case #: 22080228
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 12/2/2021
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 Ms. ******** account. ****************** has no further obligation to Vivint. ****************** 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 Legal
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