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
- 6,946 total complaints in the last 3 years.
- 2,130 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:09/28/2023
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.
August 2023 We had the security system installed for the trial period. After the trail, we cancelled our plan. We were told that a date would be assigned to disconnect the system. The date was set for September 25th. We waited and waited, no phone call, no text and no email . So my husband called customer service. The rep told him that the technician called out sick. Okay can someone come tomorrow, my husband asked? He was told that no-one could come until October 18th. We want this system out of home because it is turned off and hooked to our controls for the heat.We are also unable to secure own home until they remove their system.It gets cold at night and we have seniors and diabetics living here.The service rep was firm about not trying to get a sooner service date.He said that no technicians would be available.He also said that he would have a manager reach out for further assistance.To date no one has called back from that company.But upon installation, we had four technicians in our home. Now we cant get one?We were told if we removed the system ourselves and caused damages, it would be a hefty charge. We want a sooner date to uninstall this system. We need our heat at night and this is not fair and could be dangerous for the diabetic and seniors.
Business Response
Date: 10/05/2023
October 5, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20670567
Complainant: ****** and *****************************
Vivint Account #: ********
Date of Agreement: August 14, 2023
To Whom It May ***************** have reviewed the information provided by Mr./******************** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr./******************** and a resolution has been agreed upon. At this time, Vivint was able to locate an earlier appointment for October 6, 2023, to remove the equipment. Vivints representative will follow up on the completion of the work order. Mr./******************** 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:09/28/2023
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 cancelled service with Vivint at the end of January. I was informed there would be one additional charge to pay the balance of the service contract out. It is now September and they have charge me an additional 3 months of service at one time despite cancellingBusiness Response
Date: 10/04/2023
October 4, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20670530
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: May 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 cancelled the account effective January 31, 2023. Vivint will provide a refund of any payments made directly to Vivint from January 31, 2023 forward. ************** 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:09/28/2023
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 had Vivint services installed in July of 2022. A door to door salesman came and explained to me Vivint services, including that if I were to move in the future that Vivint would come and move my equipment free of charge.In April 2023, I was moving and called Vivint. I was told that the sales rep lied to me about the fees, but that if the sales rep vouched for what he said, then the fees would be waived. I was then told they could not get in contact with him, and that they would not contact his supervisor to approve the fee waiver. In May 2023 I was told she would waive one of either the removal fee/installation fee and I would only be charged $149 once, which I paid in full on 5/4/2023. I noticed August 21 that Vivint charged me $106.74 instead of the $47.14 that is my normal monthly monitoring fee, and after digging into the account I noticed I had been overcharged since May. When I called in, I was told that she sees I was overcharged because I paid the fee in full but was somehow enrolled in a payment plan as well for $149. She told me I would be getting me a refund to the card I paid with, and that she would make sure that I was no longer overcharged. She said that it typically takes about 5 business days for the refund to show up. On August 28, I called for an update and the representative informed me that it was being processed and should only take a couple more days for the refund. On August 29, I received an email stating my refund could not be processed. When I contacted support to inquire, I was told a supervisor denied the refund request. When I asked why, the rep just kept repeating that I was supposed to pay $149 twice and I only paid it once. He would not go back into my file to review when I spoke with someone in May and refused to acknowledge that the week prior, I was told that I would be refunded.This month, I was incorrectly charged $106.74 again. I contacted the legal email on this BBB page first, and after a week, heard nothing back.Business Response
Date: 10/05/2023
10/5/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20669812
Complainant: ***********************************
Vivint Account #: *******
Date of Agreement: 7/21/2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** explains that she was only supposed to pay one payment of $149.00 toward her move.
Vivint has refunded ****************** $208.60.Additionally, Vivint has added a 3-month credit to her account. If ****************** has any questions or concerns, she may contact the representative.
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: 10/05/2023
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:09/28/2023
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 had Vivint Home Security installed at my house. I sold the house and moved to another location, February 2023. At that time, I was told by Vivint I owed them the entire cost of the equipment and for the remainder of the 5 year contract, which I wasn't aware. Regardless, I canceled the service and They gave me the total payoff for the equipment and remainder of the contract. I paid both in full, 2/28/23 $1,428.50 to Vivint and on 3/2/2023 ****** to Citizens for the equipment. Then to my surprise, on 6/14/2023 there were four charges to my account for *****, *****, ***** and ***** for a total of $238.56. My bank reversed the charges as fraudulent. On 8/28/2023 I received a notice from ****** Asset Solutions, LLC for Collections of $362.84 Vivint charges, plus Collection fees of $1,257.08!!!Business Response
Date: 10/04/2023
October 4, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20669282
Complainant: ****************************************;
Vivint Account #:*******
Date of Agreement: May 12, 2022
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 removed the account from collections and waive the amount due of $1,619.92. The Vivint account will remain closed. ************************ 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: 10/04/2023
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:09/28/2023
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 we were looking at going with their company for security. We were told about their security buyout program. Which of it it would pay up to $1500 for the buyout. Which we received but before we sign up we met with their sales rep said that they would contribute additional $500. So a total of $2000. We cannot get a hold of that employee at Vivint Refuses to help us get that additional amount. If we had known that we were not gonna get the full amount, we would not have gone with Vivint. We would have stay with our old company. And now theyre wanting us to contact their legal department.Business Response
Date: 10/05/2023
October 5, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20668944
Complainant: *************************
Vivint Account #: ********
Date of Agreement: August 10, 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 remove (2) $5 video service fees lowing the month monitoring service fee by $10 for the remainder of the monitoring service agreement. **************** 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:09/27/2023
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 been calling vivint since April to Cancel and they refuse. They ask me to send and email then after I sent it the account is still not cancelled so I stopped my auto pay and now they tell me there is a balance so they can not cancel. I need the balance waived and the account cancelled however they refuse.Business Response
Date: 10/03/2023
October 3, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20666599
Complainant: *************************
Vivint Account #: *******
Date of Agreement: June 24, 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 cleared the past due balance of $115.52 and cancelled the account without any further penalty or fees to ******************. ***************** 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:09/27/2023
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 being billed incorrectly. The amount reflected on my bill and what I am being charged is not what they see in their system. I also have several charges on my bill that I can't get an explanation of what they are for. I spent over a hour on the phone with billing and they could not help me. I asked several time to speak to a Supervisor. After 1 hour and 15 minute she said I needed to be transferred to Tech Support which didn't make sense considering it is a billing issue. After being on hold for 52 minutes I was disconnected. I expect a refund of the incorrect charges and an explanation of other charges.Initial Complaint
Date:09/27/2023
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've had Vivint security for 8 years. I'm not under contract. I called to cancel service. They would not cancel. They kept offering me discounts which i repeatedly declined. Wouldn't let me speak to a supervisor. Would not call me back.Business Response
Date: 10/04/2023
October 4, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20666366
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: April 6, 2015
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that he is no longer on a contract, however, Vivint will not cancel his service. **************** desires to cancel the monitoring service.
A Vivint representative has attempted to reach out to **************** regarding this matter via email. After reviewing the account, ********************** agrees to cancel the monitoring service effective September 26, 2023, when the notice of cancellation was received. **************** has no further obligation to Vivint.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on April 6, 2015. **************** called Vivint on September 26, 2023, to cancel his service and sent in his written notice of cancellation.
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: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/27/2023
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 purchased Vivint over 6 years ago, no major complaints about the initial service. Last year after our contract was up we renovated our home and removed the security system. We had to move out of our home and move while renovations were being done. I went through the cancellation process as instructed, yet when I called they tried every reason to not cancel service. They asked if I wanted a derferment, I was adamant that I did not and wanted it canceled. I called, stayed on the phone for over 40 min, wrote the cancellation in writing, called several more times. I was told that indeed the services was cancel. I just recently received a note that my service will be coming off deferment and they would start to charge again. I called immediately and went through the same process and they tried everything to not cancel my account after they have it in writing and verbally. They were supposed to call me back to resolve the issue and the call never came. I want to make sure I am no longer charged for a service that I have not used in over 15 months and will not be using.Business Response
Date: 10/05/2023
10/5/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20665372
Complainant: *********************** ****
Vivint Account #: *******
Date of Agreement: 8/16/2016
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.
************ 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:09/27/2023
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 had a Vivint alarm system in my home in *******, ** until I sold it and moved to ******** in May, 2023. The new owner told me he would take over the contract that expires in December ****. He reneged on his agreement, and I called the ******************* of Vivint to negotiate relief. I was told that they would cancel the contract in light of the fact that I am moving out of state and that I am moving to an apartment where I cannot have a private alarm system. However, every month since that time, Vivint is charging my credit card on file the monthly fee for an alarm system that is not protecting me or my property. Now they reiterate that they will continue to make these monthly charges to my credit card until December, 2023. Please help.Business Response
Date: 10/04/2023
October 5, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20664655
Complainant: *********************;
Vivint Account #: *******
Date of Agreement: 7/3/09
To Whom It May *********************** have reviewed the information provided by ************************* and appreciate the opportunity to respond.
In her complaint, ************** states that she moved in May 2023. The new homeowner was going to take over the service but did not do so. She moved to an apartment and cannot have a private alarm system.
Vivint agrees to cancel **************** service and provide a refund for overpayment.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on 7/3/09 with an initial term of sixty (60) months which states that she may terminate the agreement at any time after the initial term upon at least thirty (30) days prior written notice to the other party. If terminated, this agreement ends on the last day of the thirty (30) day notice period. Vivints records indicate that ************** submitted a written notice of cancellation on 5/16/23.
A representative from Vivint has reached out to ************** in an effort to resolve this matter. Vivint has agreed to the above resolution and ************** may contact Vivints representative directly if she 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 Legal
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