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.
- 2,964 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:07/29/2024
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 have been having issues with the alarm system from day one of purchase. It got to the point when I was finally ready to give up and cancel. When I called into their retention department, they talked me into staying and set me up with a $10 a month service plan and sent out a technical to check my system and included a FREE updated doorbell. Well, that "free" ******** was just charged to my account and trying to get in contact with someone at Vivint to fix it has been a nightmare. I want my credit card debited back immieditly - and no, I do not want it credited to my Vivint account, I want a REFUND because it should never have been taken from my card in the first place.
Business Response
Date: 08/05/2024
8/5/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22063576
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: 2/29/2020
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 refund $107.54. ************** 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: 08/08/2024
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:07/29/2024
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.
A representative of Vivint security system came to my house to sell me a security system for my home. Within an hour of my wife and I agreeing to purchase the system a tech came to install the panel and cameras. On that day it was raining, so the tech was unable to complete the installation and the tech had mentioned to me that the notice of cancellation would start when the complete installation has been completed. Two weeks have past and we still don't have the full security system installed. I called Vivint to get a refund, but they are telling me that I only had 3 days to cancel while the tech told me that my notice of cancellation would start when the full installation has been completed. I spoke to customer service on a back and forth call and they are telling me that I need to pay the full $4,000 when I don't even have half of the things installed that were in the contract.Business Response
Date: 08/05/2024
August 5, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE:
Consumer Complaint Case #: 22062278
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: 7/18/24
To Whom It May *********************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
In his complaint, ****************** states that he wants to cancel because his system was not fully installed.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on 7/18/24 with an initial term of sixty (60) months which states The buyer may cancel this agreement/transaction any time prior to midnight of the third business day (excluding holidays) after the date of this transaction. Vivints records indicate that the installation technician installed all monitored equipment. The cameras were not installed to rain and because ****************** said it was too late and asked him to leave. Vivints records indicate ****************** called Vivint on 7/29/24 to because the equipment had not yet been installed. The representative offered to finish the installation and give him 2 free months of monitoring, which ****************** declined.
A representative from Vivint has reached out to ****************** in an effort to resolve this matter. Vivint agrees to send a technician to install the cameras and to give him 3 free months of monitoring. ****************** may contact Vivints representative directly to schedule the technician or 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:07/29/2024
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.
Vivnt installed home security system in my home on 7-18-2024 I found out that they applied for credit in my name being approved by ****************** for ******* then charged the whole 4000 to equipment charges. When I seen the the charge on my credit report I called Fortiva and I found it was the company Vivint used they stated in order to get it refunded I had to call Vivint. I spoke with a customer service rep at ********************** cancelled the service on 7-23-24 and the picked up all the equipment on 7-25-24. They stated they cannot cancel my account until I write a letter my credit took a big drop by over 100 points because it looks like I applied for a card and maxed it out. The service number is ********. They refused to report to Fortiva that they are in possession of the equipment previously installed at my home so that I can receive credit with Fortiva to have this charge removed.Business Response
Date: 08/02/2024
August 2, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22061975
Complainant: *************************
Vivint Account #: ********
Date of Agreement: July 4, 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 fully cancel the monitoring service agreement, provide a full refund to Fortiva for the equipment line of credit, and refund all payments made directly to Vivint. **************** 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 LegalCustomer Answer
Date: 08/06/2024
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:07/29/2024
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 no longer have a contract with Vivint and equipment is paid for. We called today, July 29, 2024 and requested to cancel the service. We just want to cancel the service that we had for several years but they are not willing to cancel via phone. Resolution requested by us is to cancel the service. We made the last payment on 7/17/2024 and equipment was paid off in 2023. Should be simple but they don't want to cancel. We feel we are being held hostage by a security company.Business Response
Date: 08/05/2024
August 5, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22061887
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: August 17, 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 confirmed the account of ************************ has been cancelled. ************************ 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: 08/06/2024
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:07/29/2024
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.
A representative from Vivint sold me a smart alarm system. He told me it was a 2 year contract that later found out it as 5yrs. Was told free installation but was charged $300. Then when technician came to install he did a poor job installing. At the end, he said the system was ready and left. Later on I noticed only some sensors worked and 3 out of the 5 cameras actually worked. I called Vivint and seemed like they didnt care. I told them I wanted to cancel and then tried to correct problem. But at that point didnt want nothing to do Vivint. Went ahead and paid $1,660 to cancel my account which I feel I shouldnt have paid since it was their fault from the beginning misleading me.Business Response
Date: 08/06/2024
August 6, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE:
Consumer Complaint Case #: 22060900
Complainant: *************************
Vivint Account #: ********
Date of Agreement: 7/22/24
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 refund ****************** early termination fee. **************** 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:07/29/2024
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 June 11, 2024 I had Vivint come out and reinstall my security equipment into our new home. I have been a long time customer of theirs and moved from one home to another. They removed the equipment from my previous home, asked me to leave my doorbell camera and door lock for the new owners, and my account was placed on a 2 month deferment while my new home was being built. On June 11th when they installed the new system, I wasnt told anything about charges or anything. They just installed the equipment and I signed off saying it was done. Then I got doubled charged move fees, which they credited after calling multiple times. I paid my balance and thoughts things were fine. I suddenly saw that I had a balance of $685 and had no reason why. I called in and was told I was being charged for more move fees and equipment. I was nicer told I was being charged for new equipment. I would have brought my old equipment had I known that. I asked them to come take the equipment back and they said they couldnt because it was past 30 days. It was over 30 days when they finally billed me for it. *** asked to cancel my account to stop accruing chrarges with them and they said I cant cancel without paying the balance. I was told that they listened to a phone call where I was told there was a $99 fee for the new equipment. They will not play that phone call for me. They said Im due a $251 credit and they still have not credited that. I believe I am due a credit of $400. To this day, there have been no credits on my account and my balance continues to grow every month with late fees. I have called over 10 times to try to resolve this and they tell me they will provide the credit and they never do. I dont know what else to do in order to get these charges credited so that I can pay what I owe and cancel my account with them. I need help to resolve this issue.Business Response
Date: 08/05/2024
August 5, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #:22060840
Complainant: ****** Moten
Vivint Account #: ********
Date of Agreement: June 11, 2024
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
A legal representative from Vivint has attempted to contact ************** via email and phone to resolve her concerns. Vivints record indicates that a credit of $502.28 has been applied to Ms. ****** account and she now has a zero balance. In addition, the payment of $425.00 that was processed on August 5, 2024, to her card ending in 4053 is now being refunded via check. ************** would receive her check refund within 5-7 business days.
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:07/29/2024
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 failed to properly install their equipment - I contacted them to resolve the matter on the following day, was told to call back on Monday since that department worked only M-F;. but was refused and instead offered another service appointment for July 27 between 12-4. The company failed to return to the property to repair the equipment failures on this day. No call was made nor contact to me to understand why their technician did not appear. On July 27th I entered a chat with the company to understand why no one showed and was told to contact the loyalty department during normal business on Monday. On Monday, I called the company and was again offered more credits to prevent me from canceling service. I again refused and then told I was under contract because the trial period ended. I asked how so, when I was told I had thirty days to cancel. The agent then hung up in my face. I am now on another call to try and speak to a supervisor, but am being put through more obstacles that would prevent me from ever getting to cancel and have the equipment taken from my property.Business Response
Date: 08/02/2024
August 2, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22060296
Complainant: Faith *****************************
Vivint Account #: ********
Date of Agreement: July 19, 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 schedule a Smart Home Professional to remove the equipment. Once removed, Vivint will proceed with a full cancellation of the monitoring service agreement, a full refund to Fortiva for the equipment line of credit, and a refund of all payments made directly 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 LegalInitial Complaint
Date:07/29/2024
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 called and tried to cancel this contract since December of 2023. I have sent them several letters requesting to cancel my services. I had to close my bank account to keep them from taking money out of my account on a monthly basis. The Company-(Vivint) has sent my old account with them to a collection agency for no reason. I want this contract cancel and collection calls and letters to stop .Business Response
Date: 08/04/2024
8/4/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22058302
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 12/30/2022
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 close the account with collections. **************** 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:07/28/2024
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.
The company issued an update for the panel. After the update, my backyard camera stopped working. The phone technician could not get it to work again and told me they would send a technician out for a $99 charge. I told them it worked fine until the company generated an update that I should not be charted. I recently had new equipment installed with at technician on May 17, 2024 and do not feel that I should be charged again. This seems like a deceptive business practice to generate additional revenue for home visits.Business Response
Date: 08/02/2024
August 2, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22057343
Complainant: La *************************
Vivint Account #: *******
Date of Agreement: July 23, 2016
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, Vivints records show that **************** is working with a Vivint representative and has a scheduled appointment for August 6, 2024, to resolve any concerns she may have.Vivint has also agreed to apply a recurring credit in the amount of $10 covering the cost of Vivints Protection Plan. **************** 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: 08/06/2024
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,
La *************************Initial Complaint
Date:07/28/2024
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.
A sales man came to my home and indicated that I would be able to install their security system in my home and that's the first three months of service would be covered by their company, however the sales man failed to mention that what was not covered was the $3,500 equipment that was installed in the home nor was I informed about the 6 day cancellation agreement in the contract. Now I am stuck with a payment that I cannot afford that I did not want to begin with. I was misled and deceived by the company.Business Response
Date: 07/31/2024
July 31, 2024
Better Business Bureau of ****
*************
**************************
RE: Consumer Complaint Case #: 22055882
Complainant: *******************************;
Vivint Account #: ********
Date of Agreement: July 3, 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 agreed to the full cancellation of the account associated with ******************. This will include the removal of the Vivint equipment, a full refund of any payments made directly to Vivint, and the full closure of the equipment line of credit. ****************** 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 Legal
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