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
- 8,352 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:07/03/2024
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.
Service was canceled as of 12/10/23. They continue to bill me and threaten me with collections..
Business Response
Date: 07/10/2024
July 10, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21939973
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: May 22, 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 has agreed to remove the account from collections. ****************** 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:07/03/2024
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 did an equipment upgrage with Vivint and informed them to utilize the $5,000 line of credit I have with them. Instead of reaching out to me to let me know that they tried to charge my line of credit three times which I later found out was closed. So on June 24th, 2024, Vivint took it upon themselves to charge my personal account $1,604.63 without my authorization and consent. Now they are giving me the run around regarding my refund talking about I have to wait 8 days for it to clear. However, the money, has been cleared and posted on June 25th, 2024. I never gave Vivint the authority to take that money out of my personal account and I would like it back.Business Response
Date: 07/10/2024
July 10, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21936622
Complainant: Daphka ******************************************* Account #: *******
Date of Agreement: October 22, 2021
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 ************************* 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 LegalInitial Complaint
Date:07/02/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We terminated our services with Vivint. Our service contract ended 2 yrs. ago. We have NOT received their services for two years and yet they continue to charge our credit card. Our contract has ended, we have already finished paying the equipment, filed the proper documentation required of us to cancel services (multiple times) and yet they continue to charge us. We have numerous amounts of cancel service notifications. The latest service number is S-*******.Business Response
Date: 07/09/2024
July 9, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21935790
Complainant: *************************************
Vivint Account #: *******
Date of Agreement: February 7, 2018
To Whom It May ***************** have reviewed the information provided by ***************************************** and appreciate the opportunity to respond.
In his complaint, ********************** explains that their contract ended 2 years ago, and they have not received services for two years, yet they continued to be billed. ********************** desires no further charges to their credit card.
A legal representative from Vivint has attempted to contact ********************** via email and phone to resolve his concerns.
At this time, Vivint agrees to cancel Mr. ********** account and issue a refund of all payment taken after February 12, 2024, to his credit card ending in 4784. ********************** 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: 07/09/2024
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:07/02/2024
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 5-25-23 I *********************************** signed up with Vivint Security Service and I paid $457.00 for equipment with a free doorbell cameras. Use service with Vivint up to Oct 13. 2023. Technician ********* came at 10am to Uninstall Equipment at *************, S906 **************************. Killeen Tx *****. I moved out the apartment. I called Vivint a d told them to cancel Service. They require that I freeze the account until I was able to use Service. ON 1-3-24:Technician ***** came to my new place at ******************************************* ***** to reinstall Security Devices at 0800am. I received a credit of $129. By Rep *** ref# CA14962535 . I was paying $46.43 on the 25 of January and each month the amount $46.43 monitoring service with playback mode. Meantime Technician ***** install Security Device on ******. He was taking out an I door and outdoor camera. I told him that I didn't want those cameras and Do not set them up! ***** insisted that they was paid for. I told him I di not pay for the outdoor cameras..maybe the indoor, because I did agree to the indoor camera was $149. The outdoor was $349...HE said both camera was paid for. I called Vivint 1-4-24. A representative stated to me the camera was paid for. Vivint then started stating to me in April 2024 that I owed money for both camera. I called Vivint April 8, 2024. Rep ************************* in installment department...credit the account in the amount of $309 dollars. That is the amount Vivint was saying I was past due for. They stated it was an outdoor camera. The rep gave Me badge # CA,1496255 REP ******* also credit the account in the amount of $50 , Badge # CA ,E- *******, this amount for credit due to the cameras was not playing the playback mode since 1-3-24. I called numerous time..It doesn't work. REP ******* said to pay ***** I been paying. They send a bill of $664.00 stating by 7-10-24. VIVINT #************ You can contact me ************ ************************************. Thank YouBusiness Response
Date: 07/09/2024
July 9, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21935329
Complainant: ***********************************
Vivint Account #: ********
Date of Agreement: May 25, 2023
To Whom It May ***************** have reviewed the information provided by ************************ and appreciate the opportunity to respond.
In her complaint, ************************ states that on January 3, 2024,her equipment was reinstalled at her new home. ************************ states that she informed the Smart Home Professional not to install an indoor and outdoor camera. ************************ states that she was informed the cameras were paid for.************************ states that she was told in April 2024 that she owed money for both cameras. ************************ desires no further contact from Vivint.
Vivints records indicate that ************************ signed a Purchase and Services Agreement (Agreement) on May 25, 2023. On October 5, 2023, ************************ called Vivint to move her service/equipment to her new home. ************************ agreed to a basic move plus additional cameras. ************************ was provided and agreed to the full disclosure of the following: $129 -to pull the equipment,$129 to install the equipment (to be placed on a Payment Installment Plan {***},one Indoor camera to be paid upfront at $149.99, and one Outdoor camera with a 10%discount at $360 to be added to the *** with an installment payment of $72 for five months in addition to her monthly monitoring service fees. On January 9,2024, ************************ called due to her DVR feature not working and inquiring as to why her monthly service fee increased. On March 5, 2024, ************************ called to find out why she had a balance of $84.93. She was advised it was a move installation fee. ************************ disputed this charge, saying it was supposed to be waived. Vivints representative provided a credit to the account in the amount of $129. On April 5, 2024, ************************ called about the equipment that was installed and the amount owed of $360. Vivints representative pulled the call, confirming that ************************ agreed to the above stated agreement. Approval was received to refund the amount for the indoor camera, however, *********************** declined, and a request was made to speak to a supervisor. *********************** stated that the camera was free to come back to Vivint. *********************** called Vivint on April 25th, and May 2nd, 2024,disputing the charges. Each time the agreement was confirmed, and the charges remained.
A Vivint representative has attempted to reach ************************ to assist with this matter via email. After reviewing the account, *********************** records show that a credit in the amount of $129 was processed on March 5, 2024,covering the cost of the moves pull. Vivint agrees to provide a credit in the amount of $360 for the cost of the outdoor camera, however, ************************ is responsible for the remaining outstanding balance on the account.
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: **************, ******************** 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/02/2024
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 charged me $****** for a door k*** that I was unaware of the fees. I was unaware of returning anything because no returned box or label was issued and no one advise me that they were going to charge me if the item was not returned. Vivint took just went into my account without my permission or knowledge and removed ******. Requesting my refund backBusiness Response
Date: 07/10/2024
July 10, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21935227
Complainant: *************************
Vivint Account #: *******
Date of Agreement: September 3, 2022
To Whom It May ***************** have reviewed the information provided by Ms. ************************* and appreciate the opportunity to respond.
In her complaint, ************ explains that she was unaware of returning a doorknob that was sent to her as it did not have a return box or label. She further explains that she was charged $261.42 without her permission. ************ desires a refund.
Vivints records indicate that on July 8, 2024, a refund in the amount of $193.49 was issued to Ms. ***** checking account ending in 4259 for the door lock. ************ will receive this refund within 5-7 business days. For any additional questions or concerns regarding this matter, ************ is encouraged to reach out directly to ********************************** / ************).
If you have further questions or concerns regarding this response, please respond to either our mailing address: **********************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/02/2024
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 has continued to lie about my contract and canceling my account. I was told several times that I would not be charged to cancel the account after the equipment was paid off. I paid off the equipment on July 1, 2024 and attempted to cancel the monitoring services on July 2, 2024 but was told I would ***** to pay over $700 to cancel services even though I was told just the day before I would not be charged.Business Response
Date: 07/09/2024
7/9/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21934387
Complainant: *******************
Vivint Account #: *******
Date of Agreement: 1/11/2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to close 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:07/02/2024
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 had a salesperson *************************** with Vivint come to my door on Friday June 14th at 8 pm at night knocked on my door and rang the doorbell until I answered the door, then he came in and convinced my husband and myself to switch over to his company and that they could buy me out of my current contract with safe home security. My husband liked the products they were offering so we said OK we will do it as long as you can buy us out of our current contract. ****** also tried to force us to get everything installed that night kept pushing but i refused as I had a family member in town we were trying to go meet. So, install was done June 15th, by Monday June 17th I had called safe home security and they told me I could not buy out of my contract unless I died or sold my house. So I called the salesperson ****** and he said send me your contract I will send it to management, and we will get this taken care of, I never heard back from him after that day. He did say, of course as a last resort I could use the $1500 card they send to pay for the monthly safe home bill. However, the card came in the mail, and it is only good for 180 days from activation and the card is only valid until 12/2024. Which doesn't even come close to my contract date with safe home. I am now stuck paying three bills because the salesperson *************************** bamboozled me into thinking what he was doing was fair. When in all reality he Tortious Interreference with our current contract, now I am stressed about having to pay all these bills because he lied to me on several occasions. Vivint should do better business and I should have read reviews before going with them I know feel stupid because of all of this.The Business did nothing to resolve my issue with their company they just told me they held up their end of the deal by installing the system and sending us the buyout card however they don't care that I am not able to actually buy out of my previous contract.Business Response
Date: 07/09/2024
June 9, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21934008
Complainant: *****************************
Vivint Account #: ********
Date of Agreement: 6/15/24
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 and loan once the equipment has been removed from her home. **************** 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: 07/09/2024
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:07/02/2024
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 April/May 2022 we signed up for vivint and paid cash for all the equipment up front. We moved in April 2023, vivint came out and took the equipment down as per agreement. Made several attempts to get them back out to install at new home. Never showed. Finally had to go to bank in Jan 2024 to get payments to stop. After more then a year of not having and paying for the service, I take their call and they say I still had an open service ticket. Told them to cancel the service. They apparently turned it over to a collection agency.Business Response
Date: 07/08/2024
7/8/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21933528
Complainant: **********************;
Vivint Account #: *******
Date of Agreement: 5/10/2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to close the account with collections. **************** has no further obligation to Vivint. **************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/02/2024
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.
Problems have not been fixed I’ve called too many times. Asking for a technician to be sent no I will be leaving a Google review next this is the worst customer service. Paying top $$ for shitty service. If need to be I’ll be taking this to court.Business Response
Date: 07/09/2024
July 9, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** *******
Vivint Account #: *******
Date of Agreement: May 27, 2023
To Whom It May Concern:
I have reviewed the information provided
by Mr. ******* and
appreciate the opportunity to respond.
In his complaint, Mr. ******* states that he has equipment issues
that have not been resolved despite many phone calls. Mr. ******* desires his
equipment issues to be resolved and to be contacted by Vivint.
Vivint’s records indicate that Mr. ******* signed a Purchase and
Services Agreement (“Agreement”) on May 27, 2023. On January 29, 2024, Mr.
******* contacted Vivint regarding his cameras not working. Troubleshooting was
started but not completed. On February 1, 2024, Mr. ******* called Vivint regarding
panel and camera issues. Troubleshooting was completed and all Mr. *******’s
concerns were resolved. On February 25, 2024, Mr. ******* called Vivint to report
a black screen on his panel. Troubleshooting was completed and the issue was
resolved. On June 4, 2024, Mr. ******* called regarding no power to his panel. After
troubleshooting a work order was created for a Smart Home Professional. On June
24, 2024, Mr. ******* called due to not receiving a call regarding the scheduling
of an appointment. Troubleshooting was completed and the issue was resolved. On
July 2, 2024, Mr. ******* called to request a Smart Home Professional to assist
him with his cameras. A Smart Home Professional was scheduled for July 10, 2024,
to assist Mr. ******* with his camera concerns.
A Vivint representative has attempted to reach Mr. ******* to assist
with this matter via email. After reviewing the account, Vivint has scheduled a
Smart Home Professional was scheduled for July 10, 2024, to assist Mr. *******
with his camera concerns at no cost.
To resolve this matter, Vivint agrees to the resolution as stated
above. Mr. ******* may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, Attention
Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/02/2024
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 2nd I contact Vivint to cancel my plan. Over the course of the call I repeatedly had to tell the guy who continued to try to sell me on the service thar I wanted to cancel the call. He continued to ignore my request reading a scripted line, "I'm trying to help you." Then he continued to try to sell me on the service. This company won't allow me to cancel my subscription which had to be illegal. I'm going to contact a lawyer to see what my options are as I'm sure they do this to all customers. I regret I ever had service with this unethical company.Business Response
Date: 07/08/2024
July 8, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21931462
Complainant: **** Banks
Vivint Account #: *******
Date of Agreement: August 17, 2021
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** states that he requested the cancellation of his account on July 2nd. He states Vivint will not allow him to cancel his service. ************** desires cancellation.
Vivints records indicate that ************** signed a Purchase and Service Agreement on August 17, 2021. On July 2, 2024, ************** requested the cancellation of his account. *********************** records show that ************** declined all offers made by Vivint. On July 3, 2024, ************** provided Vivint with the Notice of cancellation to cancel his account.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint has offered to cancel the account of **************. However, ************** will remain responsible for the past due balance due in the amount of $60.47. ************** may contact Vivints representative directly with any further questions or concerns in 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
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.