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:06/30/2024
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 installed security system at my home by Vivint smart home ,then I was offered to install solar system and I will get discount 20 dollars a month permanent , and I did installed solar system . I was asking them to fulfill their promise. First they said they want to verify with their representative this was true and I sent them the paper he gave to me stating it. They verified with him it was true and told me its approved and they will apply . Never happened , then after multiple calls now they say they will not apply it unless thier repressantive agree to take it from his bonus or reward !!. I tried to call and get with supervisor and kept me waiting for more than one hour , and basically no supervisor want to talk to me , I left more one time message to be called by supervisor and till today no one willing to call me I felt cheated on, lied to and ignored
Business Response
Date: 07/11/2024
July 11, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21936622
Complainant: Alaeldin Mohammed
Vivint Account #: *******
Date of Agreement: May 10, 2023
To Whom It May ***************** have reviewed the information provided by ************************************* 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 LegalCustomer Answer
Date: 07/13/2024
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:06/30/2024
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 have been contacting Vivint since November asking how to cancel I was put in a 6 month deferment at that point. I was told to call after I paid my past due to ask about canceling. I called in February paid my balance and tried to cancel. I called in March also. Finally when I called in May I was given information on how to cancel. I was told I need to put it in writing and that it will be cancelled in ***** business days I was told that when I called two different t times. The third time I called I was told 30days I asked why when I was told twice ***** days. Each time I called since November it was something different I put in my cancellation in enough time before they charged the account now I am charged for two months. I told them I am homeless I have no home to even put the system in. I paid off my equipment and have been trying to cancel. I want them to pull each call when I asked to be cancelled. They want more money out of me but I just want this whole thing cancelled. I should not be charged $102 when I was told ***** days and had my cancellation notice in before that time. This company keep telling me different things each time I callBusiness Response
Date: 07/07/2024
7/7/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21923832
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 7/30/2022
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 Ms. ****** account and waive the overdue balance. ************** 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:06/30/2024
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.
We have had an account with ********************** for years. On May 3, 2024 we sold our home and cancelled the service. This month I noticed we have been making payments to Vivint for 2 months even though the account is no longer active. I can't even log into our account online anymore. In fact, the new owners have setup their own service now. Vivint is double billing for the same service with no regard to it's provision. Upon contacting them, I was informed that billing will not stop until I send in a Notice of Cancellation and an email was sent with the information to do so. This was never mentioned when we closed the account. How do you bill for a service that has been cancelled? I expect a refund of $118.58 for the 2 months of service I did not receive, with no further obligations.Business Response
Date: 07/05/2024
July 5, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21923049
Complainant: ***************************;
Vivint Account #: *******
Date of Agreement: June 26, 2019
To Whom It May ***************** have reviewed the information provided by ************************************* and appreciate the opportunity to respond.
A legal representative from Vivint has reached out to ************************** via phone 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:06/29/2024
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 have been a customer of Vivent for years. I had two monitored cameras that were paid off. Vivent stopped monitoring one of them stating it was too old and not supported anymore. They proposed to me to buy an outdoor camera for 300 dollars and they would replace the front door camera for free and waive installation. My first technician no showed. I called and spoke to customer service again to be rescheduled. I was advised that I would pay 300 dollars at the time of the installation. When the installer came to my house, he stated that ****** tried to give me an old camera. So he called and put the support rep on speaker and we all spoke about the issue. She reassured me after I explained that I had had multiple conversations with ****** reps about this, 2 cameras for 300 dollars and that there would be no fees applied and corrected the camera information. I tried to pay the technician and he told me no, he deferred the payment to draft with my bill. I told him I was advised to pay at time of service and I was worried that because I have so many issues with the company that I wanted to pay now. He told me that would not happen. The following day ( today 6/29/24) my account was drafted for 450 dollars. When I reached out to him upset, he was rude and told me that I would have to take that up with ****** and he had nothing to do with it.Business Response
Date: 07/05/2024
July 5, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21920546
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: June 20, 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, Vivints records show that **************** was refunded $115. **************** 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:06/29/2024
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.
A Vivant sales rep came to my house and tried (successfully) to get me interested in a security system through the company. He assured me that it would only be a soft inquiry to my credit and would have no further impact. I was going through the sign up process and got to a page that made it seem as though I was signing up for a line of credit for this service. I stopped there and voiced my concern about not wanting to sign up for any new credit or anything that was going to impact my credit in any way. He assured me over and over that I didn't it "wasn't like that" and I didn't "have to worry about that." I expressly told him that I did not want to sign up for ANYTHING that would go on my credit. Again, he said I had nothing to worry about, so we continued the process. After that step, he asked if he could read the rest of the process out loud to myself and my partner because he "likes to make sure we both understand what's happening." I thought he was being cool but now I think he was trying to keep me from seeing something that would have stopped me from finishing the sign up. I have sent in my notice of cancelation to Vivant and been in contact with ************** I spoke to someone through chat and on the phone and both told me that they have no access to my account. Upon calling Citizens, the inform me that I cannot cancel the line of credit that I was told by my Vivant representative was not a line of credit in the first place until after 30 days, at which point it will appear on my credit report. This is directly against what I expressed to ****, my sales rep, and what I was told would not happen. I want my Vivant account completely canceled and the Line of Credit through ************* removed completely with no new accounts or anything else reported to my credit. I have not had any equipment installed so this shouldn't be difficult. This company needs to be shut down for their blatant dishonesty and completely corrupt sales process.Business Response
Date: 07/05/2024
July 5, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE:****** ******Consumer Complaint Case #: 21920089
******Complainant: *********************;
Vivint Account #: ********
Date of ******************** ****** ****** ****** ******
To Whom It May ***************** have reviewed the information provided by ************************* 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 LegalCustomer Answer
Date: 07/10/2024
Complaint: 21920089
I am rejecting this response because:I actually spoke with someone in legal at ******, so I'm not sure why it says they are trying to get in contact with me. She informed me that the were canceling the service with Vivant and the Line of credit with ************** I clarified that nothing would be reported to my credit concerning any of this and she told me that was correct and nothing would be reported. If that is the case, then I am satisfied.
Sincerely,
*********************Business Response
Date: 07/15/2024
July 15, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE:****** ******Consumer Complaint Case #: 21920089
******Complainant: *********************;
Vivint Account #: ********
Date of ******************** ****** ****** ****** ******
To Whom It May ***************** have reviewed the additional information provided by ************************* and appreciate the opportunity to respond.
Vivints record shows that on July 4, 2024, Ms. ****** account was cancelled.
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:06/28/2024
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.
We had our Vivint security system installed less then two months ago and two of our outdoor cameras have quit working. We spoke with Vivint and were told that there are no technicians available for SIX MONTHS! Do not get a security system with Vivint because you wont be able to use it.Business Response
Date: 07/03/2024
July 3, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21919072
Complainant: Crystal ************************************* Account #: ********
Date of Agreement: May 5, 2024
To Whom It May ***************** have reviewed the information provided by ***************************** 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:06/28/2024
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 Installed a Home Security System at our home in *******, Tx. The installer placed a camera in a bad location and it is not working. They service tech advised the camera need to be moved since we were not able to reset it over the phone. We scheduled a service call and no one showed up. When we called, we were advised it was cancelled by them. We have scheduled other times and no one calls to confirm or shows up. They keep advisingwe have been moved to top priority. Then they are trying to fill us in when someone cancels. Its been 8 weeks, I have taken off from work twice to meet them. I ask why we can not get an appointment schedule 2weeks or so. Just keep getting excuses. Tried to cancel and they refuse to take the system back. We just want our alarm to function as it should.Business Response
Date: 07/07/2024
7/7/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21918964
Complainant: *************************
Vivint Account #: ********
Date of Agreement: 3/9/2024
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
Vivints records show an appointment is scheduled for July 17, 2024. To further assist ****************, Vivint has added a two-month credit to his account. ********************** apologizes for any inconvenience this has caused. **************** 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:06/28/2024
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.
Had a guy sell us a kit, we paid for it outright and he left after we scheduled install for the next day. Upon more talking we decided it was not for us and decided to contact the salesman (******) and customer service to cancel the install as well as issue a refund to my card on June 13 2024. **************** stated it would be refunded in 6-8 days it is now June 28 2024, over two weeks later.My wife and I had planned on getting a system through this company in the future when we were not dealing with storm damage to our home, but the fact that you are incapable of something as simple as a refund when you state we had 3 days after installation (and we didn't even get it installed in the first place) has completely turned us off from your services.Along with this, your salesman was completely unprofessional when we informed him we wanted to cancel and would not leave us alone, constantly texting us, showing up to our home (in a private no solicitation neighborhood), and outright harassing my wife and I.I need an answer on why this company cannot uphold the standards outlined in their own contract (refund period) I signed, and why their customer service representatives cannot keep their word as soon as possible.Business Response
Date: 07/03/2024
July 3, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21918687
Complainant: *************************
Vivint Account #: ********
Date of Agreement: Never Installed
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 refund the amount of $1959.93; the money paid for equipment that was never installed. **************** has no 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:06/28/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Door to door sales team, saw and ignored the posted no soliciting sign on my door. When I pointed it out they stated they only had questions about "a kid named ***** breaking into cars.". I say I had no information and attempted to go back inside they then continued stated they offer "proactive solutions" to issues like this. I told them I was not interested and went inside.Business Response
Date: 07/02/2024
July 2, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21918405
Complainant: ****************************;
Vivint Account #: N/A
Date of Agreement: N/A
To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
In his complaint, ************ explains that there is a no soliciting sign on his door that is being ignored by the door-to-door sales team. ************ desires no further contact by the business.
The kind of behavior ************ has reported is not consistent with Vivints policies and will be reported to the sales management in Mr. ***** area. To further assist, Vivint requires the full address of ************, in order to identify the representatives who may have visited his home.
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: 07/02/2024
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:06/28/2024
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 am a disabled vet who has been having problems with my system/thermostat on and off for a while and nothing had been addressed. However, we decided to call this time because the ** actually was not blowing and her house was almost 90. When calling we were asked to troubleshoot several times and the problem persisted. Last time when something similar happened they asked us to call HV**. They chose to place the blame on them as they are doing now. It is not an HV** problem, but they continue to blame it on that while my patients sits in her home. Sweating and getting sick because it is too warm these folks need to take accountability for their system. If they can't do that, they can come pick this s*** up. This is ridiculous. For as much as the system costs. We shouldn't have this kind of problem. The bottom line is they need to come check it out and get the problem resolved or we will be filing the complaint with the inspector general/fcc. I'm very disappointed with their service and the fact that like a lot of telephone companies they like to point fingers too. It's unacceptable and we don't appreciate it. Get your ***** over here and fix this system.It costed us $250 the last time they blamed it on HV** and they came out,it ended up being the Vivint system.IM STILL ****** ABOUT IT,BUT WHAT I CAN TELL YOU IS THAT WE WONT BE DOING IT AGAIN.Business Response
Date: 07/02/2024
July 2, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21917506
Complainant: ****/***************************/***********;
Vivint Account #: *******
Date of Agreement: March 7, 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 send a technician out free of charge to address and attempt to resolve the thermostat issue of ***************************. *************************** 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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