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:06/28/2024
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.
I have called the company several times to cancel service. They continue to not give the option to cancel only to say Im under contract. They do not bill on a monthly basis correctly so they charge my debit card for three months of service all at once, causing my account to go into overdraft. *** called and told them not to take out several months of payment at one time. They have not changed their unfair billing practices.
Business Response
Date: 07/03/2024
July 3, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21915549
Complainant: *************************
Vivint Account #: *******
Date of Agreement: May 10, 2017
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his complaint, ****************** states that he has requested to cancel his service, however, has been told he is still under contract. ****************** states that he is being charged three months at a time causing overdraft fees.****************** desires his account to be cancelled.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on May 10, 2017. On November 3, 2021, ***************** called Vivint due to his system not working and the Smart Home Professional not showing to a scheduled appointment. ****************** was offered and accepted an offer for a free Smart Home Professional, with a forty-eight-month renewal with a flat rate of $44.99 plus a $550 equipment discount. On November 8, 2023, ****************** called wondering about the charges taken from his account.It was explained that his account was past due. ****************** requested to cancel the agreement saying that he just does not use it. Vivints representative explained that he verbally agreed to a contract extension.
A Vivint representative has attempted to reach ****************** to assist with this matter via email. After reviewing the account, ********************** agrees to cancel with forgiveness the remainder of the agreement effective July 3, 2024. ****************** has no further obligation to Vivint.
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: **************, ******************** 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/03/2024
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: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.
Sad that I have to write another review of this company. I dont know what happened from when we first had gotten the service to now but I guess moral of the story is dont add any service. First and foremost there is a $299 charge that got added to my account for no reason? That $299 needs to be taken off of my citizens pay account immediately. I did not authorize that and that shouldnt be on there. Secondly I bought 2 extra sensors and decided to add them and they dont even work so that was a total waste. The first ones that were initially installed are amazing but these ones are totally different and complete garbage. I paid out of pocket for these and just want to return them and get my money back. Third thing is I added another doorbell camera and it doesnt even work half the time. Actually 2 of my cameras that I added after the fact go offline more times than they are on line. It has nothing to do with my WiFi either because its a strong connection and very fast. Lastly they wont send someone out to fix this issues without trying to charge me $100 so they expect you to have broken equipment and pay for it month by month unless you pay them. Well I decided I would schedule and try and get it fixed and figure the $100 out and they send out a tech who is not supposed to be at my house!!! If you read my other review he had installed a camera in which I did not authorize so it was in the notes for him not to be there. This is horrible customer service and just very poorly ran. I will be taking this further and trying to switch if it doesnt get resolved. Its absolutely ridiculous with how many phone calls *** had to make and how much money this has cost me. I think I need to contact the attorney generals office next to get this resolved. Beware so this doesnt happen to you. Update the $299 fee is because I asked someone about DVR services, I never once authorized or signed off to add them! They can pull the call and actually hear it was disconnected.Business Response
Date: 07/02/2024
July 2, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21914525
Complainant: *******************
Vivint Account #: *******
Date of Agreement: September 30, 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 has agreed to remove the charge of $299.00 from the account and refund it to Citizens as well as to send a technician free of charge to address the system issues. ************** 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: 07/04/2024
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:06/27/2024
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.
Always has issues, then they want you to pay for them to fix it. Seems like a scam.Business Response
Date: 07/02/2024
July 2, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21913990
Complainant: *********************
Vivint Account #: *******
Date of Agreement: May 14, 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 has agreed to schedule a Smart Home Professional to complete a full system check replacing any equipment deemed necessary with same/like equipment at no cost. **************** 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:06/27/2024
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 always sends multiple solicitors to our home every week and tonight they came after 8pm! I have asked every individual to stop and remove us from any list and called Vivint to ask them to stop but they haven't and it feels like harassment at this point.Business Response
Date: 07/03/2024
July 3, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21913658
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 sales representatives continue to come to his home even though they have been asked to stop. ******************** desires no further contact from Vivint.
A Vivint representative has attempted to reach ******************** to assist with this matter via email. Vivint agrees to add Mr. ********* contact information from their complaint on to Vivints Do not call/contact/knock/solicit list.
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: **************, ******************** 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:06/27/2024
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 emailed contacted vivint 5/21 to notify them Id be canceling after the end of contract 7/6/24. I received a cancellation code. I emailed vivint and they claimed wrong email address contact another email address with certain information. I advised them I had the cancellation code, the email was a courtesy, and any attempts to obtain further money would be contested in court and with the bank. Tonight I called to verify cancellation and the tech advised the code I had was just a code to show the conversation was had, the account would remain active. I told him that wouldnt be the case, and gave him the option of court or arbitration, his choice. He sent an email to file a notice of cancellation which I filled out and sent. He then stated the acct would remain active 30 days after receipt of notice, which is 22 days beyond my contract maturity date. I told him any attempt to collect money would be issued a stop payment as my contract was fulfilled and they knew this was coming as I contacted vivint in may. He stated he didnt see that email which I replied maybe he didnt have enough authority to see that email address. I made sure he understood any attempt to collect beyond 7/6 would be taken to court, wished him a good night and disconnected.Business Response
Date: 07/02/2024
July 2, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21913579
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: July 6, 2019
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the account of ****************** and to waive the thirty (30) day cancellation period. ****************** 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:06/27/2024
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 sold our home and tried to cancel our account so the new buyers could take over. After my wife in I spent over 2 hours on the phone trying to get the account canceled, which we were told multiple different things by multiple different people. They tell me the new owners have set up a new account and that we still have to make payment through January. When ask why when the referred the new owners to them they said that we didnt do it properly. I do not understand how a security company can have two systems on one home when I hadnt even canceled the service yet. I was told so many different things and transferred 6 times at least. This is no way to treat people who refer you business by going through your legalities of how an account is transferred. The first 5 people I talked to never mentioned that anyone has set up another account at my address??? Their customer service must have been trained by many different people because none of them were able to accomplish anything we needed them to. So basically after 2 house out of our day, we have to pay for 6 more months of monitoring at a house we no longer own, all while the people we referred also are paying for it. They said its because we havent properly transferred it, which is what we were trying to do. First they said they would have to speak to me when my wife called, then they wouldnt speak to me until I conferenced her in. They treated a long term customer terribly. I wouldnt refer anyone to this terrible company.Business Response
Date: 07/02/2024
July 2, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21912956
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: January 4, 2020
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 assist **************** in transferring service to the new homeowner. **************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/03/2024
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 as long as they follow through on their promise.
Sincerely,
***************************Initial Complaint
Date:06/27/2024
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 Saturday 06/08/2024 a salesman representing Vivint home security visited my home on a recommendation from my neighbor. I informed him that I was not interested as I had cameras around my home and ADT security also. He proceeded to tell me how much better it was with his company and that this was a promotion and I had thirty days (30) to cancel.reluctantly I took the service and immediately regretted it. He gave me his personal contact if anything should go wrong. I messaged him the following day that I was ready to return it and he sent a technician. Later on I told him that I didn't want the service anymore and after much discussion I called Vivint and asked that it be cancelled. They are refusing on the grounds that they have a 3 days policy. This is understood, but based on the fact that they were canvassing the neighborhood saying that it was a promotion and 30 days to cancel. They are asking me for voice recording to verify what their agent told me. I don't want their services or anything else that they are offering me to keep the service.Business Response
Date: 07/03/2024
7/3/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21911438
Complainant: *****************************
Vivint Account #: ********
Date of Agreement: 6/8/2024
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 and refund her upon receipt of the equipment. ******************* 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:06/27/2024
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 moved out of my property (May 2024) prior to the end of my contract (October 2024) that was serviced by Vivint Security.I paid in full for the equipment and only used Vivint for monitoring. I provided Vivint with the name and contact information of the new owners as was originally stated by Vivint in order to avoid being charged the remaining of my contract, Tthe new owners decided on extending and opening up a new account under their own name since I no longer owned the property. This caused Vivint to void the transfer of my current contract to the new owners and I was still responsible for the remaining balance of my contract. In other words, Vivint was earning monies from me (previous contract holder) and the new owners. This is deceptive business practice since Vivint is now earning double monies on two accounts (one that is no longer active) and a new account that referred by us.Business Response
Date: 07/05/2024
June 7, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE:
Consumer Complaint Case #:
Complainant: *******************************
Vivint Account #: *******
Date of Agreement:
To Whom It May *********************** have reviewed the information provided by .Ms ******************************* and appreciate the opportunity to respond.
In her complaint, ********************** states that she moved in May. Her equipment was paid off and she was only paying for monitoring. She had arranged to have the new owners take over the remaining months of her Agreement. The new owner opened a new account instead taking over ************************ Agreement, leaving her to have to cancel her Vivint Agreement before the end of her term.
Vivints records indicate that ********************** signed a Purchase and Services Agreement (Agreement) on 10/24/24 with an initial term of sixty (60) months which states If during the Initial Term of this Agreement, you terminate this Agreement without legal excuse, you agree to pay to an early termination fee. The early termination is reasonable charge to compensate Vivint for your failure to fulfill the terms of the Agreement. The early termination fee shall be an amount equal to 50% of the services fee that you would have paid for the remainder of the Initial Term, and all amounts owing for the purchase of any equipment. Vivints records indicate that ********************** set up a takeover on 4/10/24. Vivint reached out to the new owner on 4/30/24, 5/1/24, and 5/6/24 to process the takeover. Voice messages were left but she did not return any of the calls. Vivints records indicate that the new owner called on 6/14/24 and stated they did not want to take over the account but wanted to open a new account. *********************** records indicate that ********************** called on 6/27/24 and was informed that the new owner chose to start a new account and she was still responsible for her signed agreement. Vivints records indicate that ********************** paid the early cancellation fee, and her account is pending cancellation.
A representative from Vivint has reached out to ********************** in an effort to resolve this matter. Vivint agrees to cancel ************************ Agreement effective 6/27/24 when she made the early termination buyout. No refund is warranted. ********************** has no further obligation to Vivint 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 LegalInitial Complaint
Date:06/27/2024
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.
06/18/2024, A gentlemen by the name of *********************** came to my home to sell me the alarm service through Vivint alarm service, i was very skeptical, he told both myself and my husband that the equipment was free and that all we had to do was keep the alarm system for four years @$100 dollars a month, with the first month free, all he needed was my ssn# to run a credit check, i was still skeptical and he said just try it out for a couple days and if we didn't like he would have the system taken out, the next day I got an email regarding a loan for the alarm system, I then ask my husband to reach out to him and he came back to our home and said oh that nothing but I kept getting the email, Thursday 06/20/24, I told my husband to reach out to *********************** and let him know we didn't want the service, he advise my husband he would have some come back out and get the equipment next Monday 06/24/24, i ask my husbands to text him and have someone come get the equipment Friday and he text back and said he would try, in the mean time, a payment would not be due for 30days however vivinet took $6.00 out of our account for no apparent reason, this whole setup was one big lie and I want this company to come and get their equipment, I don't trust them at all and they told us to try it for a couple day to see if we liked it and now *********************** will not return my husband calls..We don't want this equipment, the money was taking from our account for no apparent reasonBusiness Response
Date: 07/05/2024
July 5, 2024
Better Business Bureau of Utah
3703 W 6200 S
******************** 84129
RE: Consumer Complaint Case #: 21892576
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: 6/18/24
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 cancelled Ms. ****** Agreement and Loan. ************** has no further obligation to Vivint and may contact Vivints representative directly with any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/06/2024
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:06/27/2024
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 calls the company over seven times and I have emailed the company approximately 20 times to cancel my monthly service charge. I have done everything theyve asked and spoken to representatives, but they are still charging me fees.Business Response
Date: 07/02/2024
July 2, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21909212
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: October 24, 2022
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
In his complaint, ******************** explains that he has called and emailed several times to cancel his account, but he is still being charged. ******************** desires a refund.
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 July 10, 2023, to his credit card ending in 9046. For any additional questions or concerns regarding this matter, ******************** is encouraged to reach out directly to ********************************** / ************).
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint Legal
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