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
- 5,417 total complaints in the last 3 years.
- 912 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:07/28/2023
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 purchased my vivint equipment out of pocket. After false police calls, i have decided no longer to monitor to a police. I am told that NONE of the equipment that i purchased will be of use. The equipment is in mine, but it cannot be used. The only way to get the equipment used is to reactivate the service (have it manually monitored through the police). I dont recall hearing that. At this point, I have paid for equipment that i cannot use. My ************ is provide new/updated equipment or pull and trash. This appears to be false advertisement. My ultimate goal was having equipment, sirens that scared intruders. I dont want the police involved.*******
Business Response
Date: 08/03/2023
8/3/2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20389544
Complainant: *******************
Vivint Account #: *******
Date of Agreement: 6/21/2021
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** explains that she wants to use the equipment without paying for monitoring.
To assist **************, Vivint has lowered her monthly monitoring fee to $19.99.
By way of explanation, section 16 of **************** System Purchase and Services Agreement states that in order for a customer to fully utilize the equipment, the customer must pay for the ******************** service. A copy of this section has been sent to **************** email address.
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:07/28/2023
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.
Billing issuesCustomer Answer
Date: 08/01/2023
I am looking to be refunded for the amount that was erroneously charged to my acct. My acct was suppose to have closed in May but you guys still charged meBusiness Response
Date: 08/01/2023
August 1, 2023
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 20389083
Complainant: ***************************;
Vivint Account #: *******
Date of Agreement: October 28, 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, Vivint has agreed to clear the balance due of $158.28 and to provide cancellation of the Vivint 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 LegalInitial Complaint
Date:07/28/2023
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 got with Vivint Home Security sometime in 2022 possibly the end of 2021 when our first home was purchased. I got with Vivint thinking wow, this is the number one Home Secretary ** going to love it. I was absolutely wrong. I have had horrible service with them & tried to cancel at or before my 30 days and was told I was past my trail date, when I was told it had been extended but no one seems to find that! When our first few months came up I had a balance of almost $3,700 and I was unsure as to why. I was under the impression it would be payments. After 2-3 months of trying to get someone to assist me I had to use the chat line and then someone called me back. I have no idea what type of loan I have to pay this. I have actually used the system maybe 30% of the time since Ive had it. The cameras are off line 80% of the time and are not very secure. I have been trying to email someone for weeks about getting help or seeing what can be done to terminate this contract because money and time has been wasted as I get no where. I have asked and had techs come out and the issue is us or our internet. Spent money changing out internet provider for us to have the SAME issue. The cameras offline and online several times a day. My home is not secure with this company.Business Response
Date: 08/03/2023
August 3, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20388553
Complainant: Lyric ********
Vivint Account #: *******
Date of Agreement: December 6, 2021
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** states that she has had horrible service and is dissatisfied with the equipment. ******************** states that she attempted to cancel on or before her 30-day trial period was up, however, was told it was past the point of being able to cancel without penalty. ******************** states that Vivint has been unable to resolve her concerns. ******************** desires to have the monitoring service agreement cancelled and the equipment picked up.
A Vivint representative has attempted to reach out to ******************** regarding this matter via email. After reviewing the account, ********************** would like to resolve Ms. ********* concerns by scheduling a Smart Home Professional to complete a full system check and replace any equipment deemed necessary at no additional cost. Vivint has also provided a credit in the amount of $90.00 to cover 2 months of monitoring service fees.
Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on December 6, 2021. Vivint emailed ******************* documents to have the equipment financed. January 26, 2022, Vivint closed the case due to ******************** not returning the signed documents to have the equipment financed. ******************** called due to the cameras going offline.January 27, 2023, ******************** returned the necessary signed documents to have the equipment financed. February 4, 2023, the equipment was changed from pay up front to RIC (Vivint financing). February 15, 2023, ******************** called Vivint due to equipment not working requesting a Smart Home Professional. June 28, 2023,******************** contacted Vivint about equipment issues. June 29, 2023, ******************* called regarding her camera offline, troubleshooting was completed,and the issue resolved.
To resolve this matter, Vivint agrees to the resolution as stated above. ******************** 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: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/27/2023
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 cancelled my service with Vivint 6-26-2023. They continually attempted to disregard my request and tried to offer me special discounts while I was being adamant about discontinuing the service. My equipment has been inactive for a couple of years and due to health problems I neglected to discontinue the service, however when I finally got through 3 employees, one of whom tried to collect a debt incurred by a deceased family member that I had no knowledge of, they stated the service would be terminated in a few days. On 7-26-23 I noticed that Vivint had again charged me a monthly fee and when I called them they stated it takes 30 days to cancel service. After the original call, I had to answer an email from them requiring me to go to their website and upload information so the cancel request could move forward. These people are crooks, no one should have to go through that kind of process to terminate a service. My next step is to contact the ************************* *************************.Business Response
Date: 08/02/2023
August 2, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20386420
Complainant: **********************;
Vivint Account #: *******
Date of Agreement: June 26, 2010
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted **************** to resolve his concerns. Vivints record indicates that this issue has been resolved to Mr. ******* satisfaction. **************** may contact Vivints representative directly if he has any further 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: 08/07/2023
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:07/27/2023
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 used Vivint company to secure my home when I lived in *******, *****. I moved to ***********, ********** in 2016, at which time we canceled service. We noticed we were still being charged in 2022 and contacted the company to cancel. We were told to send a written cancellation notice, which we did. Today, I received a call from a debt collector stating we owe $400. ****** is claiming they never received our written letter. We need help with removing this from debt collection and ultimately my credit report.Business Response
Date: 08/02/2023
August 2, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20385564
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: 5/16/2013
To Whom It May *********************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************, and Vivint has agreed to pull her account from the collection agency, forgive the outstanding balance and keep her account 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 LegalInitial Complaint
Date:07/26/2023
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.
In October 2022, we canceled our Vivint contract. We paid a fee of $188.82 to be let out of our contract. Vivint agreed to this and we did not hear from them again until 2 months ago (May 2023) when we randomly got a bill charging us for April-May services with a late fee. I called Vivint and was very frustrated. The representative said all I had to do was send a cancelation letter with the October date and they would remove the charges and close the account. Not only have they not done that, despite me sending the cancelation letter, they continue to send bills, give me the run around, and call me every single day to leave a voicemail. I called again today (July 26, 2023) and spoke to one person who said she would transfer me. She transferred me to a department that immediately disconnected the line. I called back and was unable to get any person on the line after that.Business Response
Date: 08/01/2023
August 1, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ***********
Vivint Account #: *******
Date of Agreement: 6/27/14
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** *********** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ***********, and a resolution has been agreed upon. At this time, Vivint has agreed to cancel Ms. *********** effective October 2022. Ms. *********** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/26/2023
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 purchased a service contract with Vivint on July 7, 2023 based on the company stating that they would buyout my existing *** service contract. The seller reviewed my existing contract and stated that my contract would not have a early termination fee and they would be able to buyout the remainder of my equipment contract and I would not have any further expense from my existing service provider. He also stated that it would be illegal for him to sell me another contract while already having an existing service that I am paying for. In short I have been having issues with the service from the time of install till now including not only the actual equipment but major app issues and inconsistent service. I reached out to Vivint to extend my free trial period as I wanted to give them a chance to actually rectify the issues that were present prior to canceling my service. I was told it would be extended for an additional 3 days and that the issues should be resolved prior to that date. The issues were still present after this time and then was told if I wanted my free trial extended any further that the sales rep who sold me the contract would have to put in this request. I spoke with the rep (Drew G******) whom was reluctant to have my request submitted because according to him "he would lose money by extending my trial period". After I explained that I understand how he feels but I need this in place for my protection and I am sorry that he will lose money but I need this done, he then stated that he would have to put in a email request with the company to have this done and there was nothing else needed from my end. I followed up with vivint after they resolved the app issues and asked the rep if they could see his email request and was told they dont have access to this and I would have to follow up with him. Long story short I am stuck with two bills from two separate companies and Vivint is not willing to honor my cancellation without paying out my new contract.Business Response
Date: 08/01/2023
August 1, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ******
Vivint Account #: ********
Date of Agreement: July 7, 2023
To Whom It May Concern:
I 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 has
agreed to schedule a Smart Home Professional to remove the equipment. Once the
equipment is removed, Vivint will proceed with a full cancellation of the
monitoring service agreement, a full refund of the equipment line of credit,
and to refund all payments made directly to Vivint. Mr. ****** may contact
Vivint’s 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: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 08/01/2023
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. I will confirm once all refunds have been received upon completion of the removal of all Vivint property from my home.
Sincerely,
***** ******Initial Complaint
Date:07/26/2023
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 vivint installed on July 17 and reached out to them on July 21 to cancel my service because it was not working out for me. My indoor camera would not work after trying to trouble online with a rep. **** promised to send some out to address the issue before I cancelled my service no one ever came out. Today I call to officially cancel my service they tell me I cant because my trial period is over and I would need to pay off the balance. I find it odd that my trial period was only 3 days per the rep I spoke with and that they have no record of me attempting to canceling my service.Business Response
Date: 08/02/2023
August 2, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20379177
Complainant: ******* Hermonstine
Vivint Account #: ********
Date of Agreement: July 17, 2023
To Whom It May ***************** have reviewed the information provided by ***************************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ************************** via phone to resolve her concerns. ************************** may contact ********************************** / ************) directly if she has any further 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:07/26/2023
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.
4 times a door to door associate representative from Vivant Home Security has been told that we are NOT interested in their products. He shows up past the allotted hour of the local ordinance and refuses to take NO for an answerBusiness Response
Date: 08/01/2023
August 1, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20378051
Complainant: *****************************
Vivint Account #: ********
Date of Agreement: NA
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his complaint, ****************** states that Vivints sales representatives continue to go to his home and will not take no for an answer. ***************** desires no further contact from Vivint.
A Vivint representative has attempted to reach out to ****************** regarding this matter via email. Vivint has placed Mr. ******** information on its Do not call, contact, or solicit lists.
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:07/26/2023
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.
My Vivent started around $25 a month a few years ago and now its towards $70 a month. The equipment has issues all the time. Lots of false alarms. The customer service is the worst Ive ever dealt with. It based in ***** and most of the employees dont speak English well. They have trouble understanding what youre saying and waste your time with small talk or diverting to something thats not the issue. Vivent plays a game where everything is always someone elses job. You ge transferred over and over again and nothing gets fixed. I canceled my service and Ive been working on it fir two weeks. *** spent no less than 15 hours on the phone and Ive spoken to more than 40 Vivent employees and my account still hasnt been canceled.Business Response
Date: 08/01/2023
8/1/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20377873
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 3/9/2018
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 cancel her 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 Legal
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