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
- 8,353 total complaints in the last 3 years.
- 2,972 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:07/26/2024
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.
They came too my door and sold me on new equipment upgrade. They told me I had a week to cancel for 100% refund. I canceled within the time frame on the contract and they do not want to credit me for equipment that they already picked up and have in their possession.
Business Response
Date: 07/31/2024
July 31, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 22048639
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: August 25, 2018
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 downgrade/forgive the equipment line of credit with Fortiva. Vivint also agreed to provide a credit/refund in the amount of $50. ******************** 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: 07/31/2024
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:07/26/2024
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 25th, ******* and ***************************** contacted VIVNT to cancel our service with them. The basis for cancelling was that the system continues to go offline. The system has been offline for the last eight months. We have had prior outages that lasted a few to several months. Every time we contact them for support they state it is a problem with outdated equipment and that we would have to buy new equipment and sign a new contract. we have been told our cameras, control panel and doorbell were outdated as little as 12 months after installation. the only aspect of the system that works is the monitoring of the doors when they open and close. on the 25th we reached out to pay off the equipment and cancel service and they want me to pay off the service contract, yet for the last eight months the company has not rectified or made any attempt to rectify the failure of the system other than selling me more equipment and sign a new contract. They have failed to provide the service that was required by the contract for approximately half of the contract life.Business Response
Date: 08/01/2024
8/1/2024
Better Business Bureau of ****
*************
**************************
RE: Consumer Complaint Case #: 22048400
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: 1/14/2020
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 cancel Mr. ********** 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 LegalInitial Complaint
Date:07/26/2024
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.
In 2016 I bought an alarm system through Vivint. At that time I was told that my bill would be $74 until the equipment was paid for which was a 5 year term. My bill never went down. On July 2, 2 young men, salesmen from Vivint, came by to let me know that Vivint is updating systems and mines needed upgrading. They stated I would receive a new panel, new doorbell camera and a key fob.. The tech came out installed the new equipment and was unable to connect the indoor camera which he said was not compatible with the new panel. I called Vivint and was promised an upgraded camera for free. I have not received the camera and keep being told its because it wasnt approved. I have asked several times to end the service but keeps being told they are working on my case. I would like to end service with Vivint with no cost to me. I paid for equipment for 8 years, meaning I overpaid and never received a credit. Also they had me apply for a credit card to pay for the new equipment which I was told was free. I would like that cancelled as well.Business Response
Date: 08/01/2024
8/1/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22047840
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: 5/10/2016
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 cancel Ms. ********* account and line of credit without penalty. ******************** 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 LegalInitial Complaint
Date:07/26/2024
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 tired out this security system and the sales rep did not inform me properly about the trail period. I tried to cancel and thr Vivint representative told me the sales representative has to approve/extend the trail period in order for me to cancel otherwise I am stuck. I have attempted to reach out to the sales representative ****** who is strategically ducking my calls. My neighbor cancelled his appointment with the representative as well and he also expressed how unhappy he was with his approach. Now Im stuck with a bill. This is unrealistic.Business Response
Date: 08/04/2024
August 3, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE:
Consumer Complaint Case #: 22047148
Complainant: *************************
Vivint Account #: ********
Date of Agreement: 7/16/24
To Whom It May *********************** have reviewed the information provided by Mr. ************************* and appreciate the opportunity to respond.
In his complaint, ****************** states that he tried out the system but was not informed properly about the trial period. He wanted to cancel and was told that his 3-day trial was over.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on 7/16/24 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 ****************** was given 3 free months of monitoring service through 11/15/24. Vivints records indicate that ****************** was given $10 off his monitoring fee for 6 months. Vivints records indicate that ****************** called on 7/26/24 to report an issue with the cameras. A technician has been scheduled for 8/6/24 to resolve all camera issues.
A representative from Vivint has reached out to ****************** in an effort to resolve this matter. All issues appear to be addressed. If ****************** is still in need of assistance Vivint requires additional information in order to determine a resolution. ****************** 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:07/25/2024
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.
Constantly ignoring no soliciting signs and trying to use high pressure tactics once you tell them you arent interested and ask them to leave. Has happened on multiple occasions and they always say well just come back at a better timeBusiness Response
Date: 08/01/2024
August 1, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 22046231
Complainant: Harley Jackson
Vivint Account #: NA
Date of Agreement: NA
To Whom It May *********************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
The kind of behavior ****************** has reported is not consistent with Vivints policies, and I have reported this complaint to sales management in Mr. ******** area and his address has been put on the no contact list. Vivint appreciates ****************** feedback and will ensure that any coaching or disciplinary action is carried out swiftly.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/25/2024
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.
Door to door salespeople keep harassing me at my house. I have a "no solicit" sign and a "do not knock due to loud dogs" sign. This has happened multiple times. I even had one salesman say he was with the builder (LGI). He was not. He walked into my neighbors house with the same lie, and she asked me for help to get him out. I have tried contacting them directly, but they put me on hold and never let me talk to a local manager.Business Response
Date: 07/31/2024
July 31, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22045516
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 given the information that was provided by ****************** to the appropriate management to prevent such interactions in the future. ****************** 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: 08/01/2024
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:07/25/2024
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 would not recommend Vivint to anyone!!! They installed my cameras not in regulation which was too high for the technician to reach. When I scheduled an appointment to have them moved they told me I would have to buy my own ladder for them to reach the camera I needed moved. **************** is no better they called the previous technician that installed the camera(which was over a year ago) and they couldn't get in touch with him so they told me to call back and see if they got in touch with him so nothing was resolved. The next day they sent the same technician from the day prior to move the camera with the same short ladder, he said he didnt know why they sent him again because he didn't have the equipment needed. He then proceeds to tell me I have to call the home damage team and for me to get a contractor to move it. I have called countless phone numbers and they are no help.Business Response
Date: 07/31/2024
July 31, 2024
Better Business Bureau of ****
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 22039382
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: June 25, 2022
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** states that her cameras were installed over regulation which is too high for a technician to reach. ******************* states that she was told to purchase a ladder so the cameras could be reached. ******************** desires the cameras to be moved and a billing adjustment.
Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on June 25, 2022. On July 23, 2024, ******************* called to have a Vivint Smart Home Professional move her cameras. On July 24, 2024, ******************** called due to her cameras being installed too high and the Smart Home Professional that was out was not able to reposition them for ********************. Vivints representative explained that they were opening a home damage claim so ******************** could contact a contractor to remove the cameras.Once the cameras were removed a Smart Home Professional would be scheduled to reinstall the cameras at the proper height. A Vivint home damage representative attempted to contact ******************** via phone on July 25th, and July 26th, 2024, regarding the claim and to discuss her contacting a contractor to complete the removal. No contact was made therefore an email follow-up was sent after each attempt. On July 29, 2024, Vivints representative contacted ******************** regarding the claim. ******************** stated she would send in pictures and that she was aware she needed to contact a contractor. On July 30, 2024, a follow up email was sent to ******************** regarding the promised pictures and any updates on contacting a contractor. Vivint has not received any further information from ********************.
A Vivint representative has attempted to reach ******************** to assist with this matter via email. After reviewing the account, *********************** records show that ******************** is currently working with a Vivint home damage representative on a resolution.
To resolve this matter, Vivint will continue to have ******************** work with home damage on a resolution. ******************** may contact Vivints representative with any questions or concerns she 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:07/25/2024
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.
In February of 2024 after using vivint smart home for several years, I realized my cameras were outdated and I was paying more for monitoring than what was currently being offered to customers. I called and purchased all new cameras. I was on the call for over an hour due to pricing conversations because they were not consistent in their offering. I opted for 5 monthly payments of product purchase but was charged all in one month. I had to call back to get that adjusted and was initially charged $15 to make that adjustment. I got them to remove it (not sure if they actually did because their billing is not user friendly). I had contractors work on the outside of my house and 2 cameras broke so I had to purchase 2 more. When purchasing, the rep was rude and hung up on me. I purchased from the app and was charged $5/mo for each in monitoring for the replacement cameras because they were thought to be additional. The techs who put the cameras in are always wonderful but I was told I would probably have to call to have the additional fees removed even though I told customer service on the phone they were replacements and the tech also noted they were replacements. I spent 1.5 hours on the phone this morning trying to get this resolved because my monthly charge went up by $10. They know I only have the specified number of cameras but am being charged for 2 additional ones and were only able to, after several go rounds, offer me a $10 monthly credit for 1 year. So they only put a bandaid on the issue and didnt fix it. I finally got to speak to a supervisor about the issue and was told they put a request in to have the 2 old cameras removed from my account but in previous experience with them this is going to be an issue and I will be charged more. Customer experience has been the worst I've had in years with any company.Business Response
Date: 07/31/2024
July 31, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 22042054
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: April 3, 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 removed $10.00 from the monthly rate to cover the additional fees that were added on for the cameras that were replaced. ****************** 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: 07/31/2024
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:07/24/2024
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 ex husband opened an account with vivant in 2018 for our home. After our divorce, I contacted thr company in late 2022/early 2023 to transfer the service to my name. They in turn opened a new account under my name and kept the other account open under *************************. We were being charged for 2 different accounts for the same address. Once this was discovered, they were once again asked to correct it. I sold the property in December of 2023 and advised that the services would not be needed. They came to remove the equipment and I assumed it was done. In February of 2024, I was made aware that I was still being charged for a service that wasn't being used because I did not state the word cancel when I let them know I wouldn't need the service. Now my account as well as ******************** is in collection. **************** has refused to help. Their collections department just states they will call back in ***** hours and the collection company, Syncom states to call Vivint for information.Business Response
Date: 07/30/2024
July 30, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22039852
Complainant: Marjzette Hollman
Vivint Account #: *******
Date of Agreement: February 22, 2022
To Whom It May ***************** have reviewed the information provided by Ms. ************************ and appreciate the opportunity to respond.
A legal representative from Vivint has reached out to Mr. ************************* and ****************** via phone in an effort to address and resolve the current issue. For any additional questions or concerns regarding this matter, they are 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:07/24/2024
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 is built on fraudulent and deceptive business practices. All consumers should be extremely wary of this company. Currently, Vivint is refusing to immediately cancel my residential service account -- despite the fact that I am moving in a matter of days. Put differently: Vivint is attempting to force me to maintain service at an address where I will no longer be living. I've spoken with at least a half-dozen Vivint customer service agents in an effort to amicably resolve this situation. All of Vivint's customer service agents appear to be based in ************** and they have no regard for U.S. laws and standard business practices. As a next step, I will be engaging an attorney to get this resolved.Business Response
Date: 07/30/2024
July 30, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22039645
Complainant: Will Pinkston
Vivint Account #: *******
Date of Agreement: September 23, 2020
To Whom It May ***************** have reviewed the information provided by Mr. ********************* and appreciate the opportunity to respond.
A legal representative from Vivint has reached out to ******************** via 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 Legal
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