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.
- 2,971 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:07/22/2024
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.
When I signed up for Vivint service, I already owned half of the equipment. I did need some extra equipment. I signed an agreement for a line of credit and was told that once the equipment is paid off that my duty was fullfilled. I have moved from that home and no longer have the equipment. The equipment has been paid for in full. They are now saying that I signed a service contract as well that has 9 months left. I did not sign a service contract because I already owned half the equipment. They are saying I owe them over $500 bucks to cancel the so called service contract that they claim I signed. I need this cancelled. There are so many complaints about this exact same thing.
Business Response
Date: 07/29/2024
7/29/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22024761
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 4/29/2022
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 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:07/22/2024
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.
30 day in home trial.. cancelled after 3 days and will not accept cancellation and pick up equipment. The 4k loan was now bought by another company and trying to collect it.Business Response
Date: 07/29/2024
7/29/2024
Better Business Bureau of ****
*************
**************************
RE: Consumer Complaint Case #: 22024677
Complainant: *****************************
Vivint Account #: ********
Date of Agreement: 6/10/2024
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains that he would like to cancel his account and line of credit without penalty.
To assist ****************, Vivint is willing to cancel his account, line of credit and issue a refund upon receipt of the equipment.A representative from Vivint has contacted **************** via email to schedule a system removal appointment.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/22/2024
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.
June 28th I got an vivint alarm system hooked up to my home. I was told by the sales rep. I had a 30 day ****** To cancel the services if I didn't want them. Today July 22nd I call to cancel the services and they denied me. They told me by per contract. That I had up until July 3 to cancel and the sales rep told me I had a month. I don't want the service.Business Response
Date: 07/26/2024
July 26, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE:
Consumer Complaint Case #: 22024371
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: 6/28/24
To Whom It May *********************** have reviewed the information provided by Ms. *************************** 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 her Agreement and loan once the equipment has been removed from her home. ******************** 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:07/22/2024
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 5/9/24, I contacted Vivint to cancel my service as my Vivint equipment loan with Citizens One paid off on 5/8/24 and I wanted to provide any necessary documentation to make the cancellation process go smoothly. I was informed I would need to pay $47.14 to pay off my remaining term balance to cancel my contract with an expiration date of 7/8/24. My account was debited for $47.14. On 6/11/24, Vivint debited my account for $50.39 despite me completing their cancellation notice as required and buying out my contract for $47.14. I contacted Vivint on this date and was told my cancellation went into effect on 5/13/24 and I would receive a pro-rata refund for the payment debited on 6/11/24. On 7/9/24, the company again debited my account $50.39 and I called again. This time, I was told my account would be canceled and I would receive a refund. On 7/12/24, I received a refund of $50.39 for the payment debited on 7/9/24. But I never received a pro-rata share of the payment debited on 6/11/24. I am seeking reimbursement for this pro-rata payment from the date of cancellation (5/13/24).Business Response
Date: 07/24/2024
July 24, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 22023417
Complainant: ********************************;
Vivint Account #: *******
Date of Agreement: June 8, 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 provide the remaining refund of $50.39. ******************** can expect the refund to arrive within the next fifteen (15) business days to her checking account. ******************** 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: 07/24/2024
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:07/22/2024
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 tried to cancel my subscription and they said I have to pay off my equipment first and which I did. They make it impossible to cancel the service. I sold my house and moved away 2018. I received an email 3 yrs later stating Im all paid off. Five years later (two yrs after email) Vivint reported it on my credit report making sure to ruin my credit rating to stay on until 2026. Lying deceitful company.Business Response
Date: 07/26/2024
July 26, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE:
Consumer Complaint Case #: 22023282
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 9/14/17
To Whom It May *********************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has agreed to remove Ms. ****** account from the outside collection agency and cease all collection efforts. ************** 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 LegalCustomer Answer
Date: 07/27/2024
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:07/21/2024
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 husband and I sold our home in ************* CA in June of 2021 and called Vivint in July of 2021 to disconnect service. As one would expect, the monthly smart home reports we had been receiving stopped and we had no reason to suspect our account had not been closed. Fast forward to January of 2024, 2.5 years later(!), I received a notice from a collections agency over a past due balance with Vivint. We called and spoke to someone there who said that was not right and she would get it taken care of and would call us if there were any issues. This month (July of 2024) we received a notice from a different collections agency saying we owe money for a past due balance. We have called Vivint multiple times since and were told we would be called back by a manager each time. No one has reached out to us. The most recent person we spoke to when we called told us we "must not have closed the account correctly." To my knowledge, there is only one way to close an account!!! We would like to get this addressed asap and get this off our record.Business Response
Date: 07/25/2024
7/25/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22022489
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 5/30/2020
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 close the account with collections. **************** 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:07/21/2024
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.
For as long as I know, every time I call into Vivint, I am begged to use a referral code.I finally use one for my friend, who just installed his system on 7/20/24 and guess what? They could not process my referral code. I am expecting $300 and he is expecting $300. Furthermore, I'm about to move and transfer my Vivint service to my new address.The code was use to refer my friend, ***************************** is 74th22xh For some reason, the Vivint rep had issues processing this, which is ridiculous.His address is *********************************************** - his system was installed this weekend. He would not know of Vivint if it wasn't for me.Devon is Active Duty Air Force.Please confirm that we both receive $300 credits or I'd like my account canceled. I am moving to a new address in a week and was planning on continuing my relationship with Vivint.Business Response
Date: 07/29/2024
July 29, 2024
Better Business Bureau of ****
*************
**************************
RE: Consumer Complaint Case #: 22021267
Complainant: ****** Nadrich
Vivint Account #: ********
Date of Agreement: September 25, 2023
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 provide a $300.00 referral 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 LegalCustomer Answer
Date: 07/31/2024
Thank you so much for the credit!
I just had my new system installed and the doorbell camera is not functioning correctly on iPhone or Android apps. **************** has not been helpful. Any chance it can be reinstalled?
Sincerely,
***************************Business Response
Date: 08/07/2024
August 7, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22021267
Complainant: ****** Nadrich
Vivint Account #: ********
Date of Agreement: September 25, 2023
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 provide a technician free of charge to address the system issues ****************** is experiencing. ****************** 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
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:07/21/2024
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 07/16/2024 sales agent ********************* *** Came to my house trying to sell us Vivint, after coming in and talking about Vivint smart house system he told us we would be paying $116 and month at first with $66 going towards Fortiva and $50 going towards Vivint a month. We had asked ***************** that we would like to see the contract first and he said he couldnt show us until we had agreed to getting Vivint. We had fell for what he said and agreed to move forward. By the time we knew it my credit was dinged and I was starting the process with Vivint. Once we had signed the contract and agreed to $116 a month he told me that he is sorry and forgot to press the tax button and my monthly would be $126 a month. It was about 10:30 at night and we had finished the paper work when he tells us that a technical will be coming out and installing the panel for Vivint that night. ***************** stated that he had no control of how they pick up the job and the times. Since I had to work the next morning he said it wouldnt take long to have the panel set up that night. On 07/18/2024 I had called Vivint to see how much I would be paying a month and the customer service agent had stated that the $126 a month was only towards Fortiva financing company and that I would receive another bill from Vivint and that would be paid separately. ***************** (sales agent) had told me that the monthly bill was $126. He stated that $66 was going towards Fortiva and $60 towards Vivint. After hearing this I was not happy about the service and communication I had with our sales agent ***************** and Vivint. I had decided to cancel all my accounts with ********************** and Fortiva since I was still in the 3 day trial period. I still havent heard anything back from Vivint on my cancellation.Business Response
Date: 07/26/2024
July 26, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE:
Consumer Complaint Case #: 22020809
Complainant: *************************
Vivint Account #: ********
Date of Agreement: 7/17/24
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 cancel Ms. ********* Agreement. ******************** has no further obligation to Vivint 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:07/20/2024
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 cancelled my Vivint Services in May 2024 followed all the appropriate steps paid the cancellation fee for cancelling before the subscription ended, and sent my written notice of cancellation. I had already paid off purchased equipment. I was then billed ***** June 19th 2024 despite cancelling. I called Vivint spent 90 minutes waiting for a supervisor who verified that I had indeed cancelled services and my credit card would be refunded, and that I would no longer be billed. My credit card was never refunded and I was billed again July 19th of 2024. I called Vivint again spoke to a supervisor who said that yes I had followed all the appropriate steps to cancel services and my credit card would be refunded. I have yet to receive a refund and after dealing with his company I have no faith in them no longer billing me. I want my credit card information removed and I'm trying to find help with dealing with this company as apparently my phone calls are not enough to take care of things.Business Response
Date: 07/25/2024
7/25/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22018587
Complainant: *************************
Vivint Account #: ********
Date of Agreement: 4/19/2024
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 ******************** and refund payments made since June 2024. ******************** 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: 07/25/2024
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:07/20/2024
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 July 18, 2024, Vivint reinstalled my doorbell camera and two outdoor cameras after I moved my business. Post-installation, the doorbell video showed offline, though it still sounded.I contacted the technician, *******, who suggested buying a new $299 camera. On July 19, I called Vivint customer service, who also pushed for an upgrade despite the camera working fine before. I declined, feeling it was an extortion attempt, and was transferred to an escalated tech who scheduled another technician visit.On July 20, the new technician recommended the new camera again. I expressed that if Vivint's updates forcefully turn cameras offline, it's a massive fraud. They should update all affected cameras for free, similar to a vehicle recall.Desired Resolution:An immediate and free update or replacement of all affected cameras.Assurance that no forced updates will cause existing, functional equipment to go offline.A thorough investigation into these practices by consumer protection agencies.Business Response
Date: 07/26/2024
July 26, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22018171
Complainant: **********************;
Vivint Account #: ********
Date of Agreement: December 1, 2020
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 his concerns. Vivints record indicates that a technician was sent to ****************** home on July 20, 2024, to resolve his equipment concerns.
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: 07/26/2024
Complaint: 22018171
I am rejecting this response because:
The response communicates no resolution for an action by this company that *** affect up to 2 million customers.
Sincerely,
***********************Business Response
Date: 08/07/2024
August 7, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22018171
Complainant: **********************;
Vivint Account #: ********
Date of Agreement: December 1, 2020
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
Vivint stands by its previous resolution and a technician was sent to ****************** home on July 20, 2024, to resolve his equipment concerns.
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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