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.
- 2,972 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:06/25/2024
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 purchased a Vivent alarm system at ******************************************************************************* from salesman ******* in early 2023. I sold our house in May of 2024. I called to cancel the service in early June 2024. The *** at Vivent assured me that it was taken care of. She tried to sell me a new system at our new house. On Saturday June 22nd the new owners called me to inform me that the alarm was going off. I called Vivent but only got the recordings, never a live person. Today, June 24 th, 2024 I spoke with multiple people at ****** to try and resolve the issue. They kept transferring me from one person to another.They told me that there was no record of the cancellation. After being transferred from one person to another, and having to explain the situation again to each one, I landed with a man named *****. He said that he would handle it.After speaking with him for about 20 minutes his voice became muddled to the point that I could not understand him. I received an email stating that I would have to submit a cancellation request either via mail or email. They continue to charge me a monthly monitoring fee. I think that this company uses very shady sales tactics on the front end and puts up too many barriers when you try to cancel. Their business practices are designed to complicate and frustrate the consumer. I would imagine, based on reviews, this is a bigger problem.
Business Response
Date: 07/01/2024
July 1, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21897436
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: July 29, 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 cancel with forgiveness the remainder of the monitoring service agreement effective May 16, 2024. All payments made directly to Vivint will be refunded from that date forward. Vivint also cancelled the scheduled appointment to have the move installation completed at the request of ***************. **************** 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 LegalCustomer Answer
Date: 07/01/2024
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:06/24/2024
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 called Vivint in March when I discovered they were charging me without my permission. My mother called and had their service transferred to her name and her payment information. They assured her I wouldnt be charged again, but they did charge me again for march, April, may and shortly June I assume. When I called them in march they said theyd refund me in 7-14 business days and said my card had been removed from the file and I wouldnt be charged again expect I was. My mom and I called them now 3ish weeks ago to complain AGAIN. I sent them my credit card statement that showed theyd charged me. And my bank information as requested. She said theyd investigate because there was no record I called before. I simply stated its not my fault your fellow employees cannot do their job correctly. 1 week ago I noticed I still had not been refunded. I emailed her asking why I hadnt received my money and if I needed to make it legal. No response. My mom has called many times and they say theyre reviewing it no further action or response. Ive given them ample opportunity to correct this. They obviously have no intention of truly resolving this. I really need help, they keep over drafting me and I doubt theyll pay the interest and fees.Business Response
Date: 06/29/2024
June 29, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21893138
Complainant: Hailey ************************************* Account #: *******
Date of Agreement: February 4, 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, Ms. ************** 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: 07/17/2024
Complaint: 21893138
I am rejecting this response because:I never received the refund and this is the 3rd time Ive been told it will be done. This has accursed $23 in interest as well.
The efforts are infuriating, I can safely say I do not wish to ever do business again with Vivint and I urge all consumers to be extremely weary when working with this company.
please see to remedying this issue immediately as this is horrific, and fraudulent.
Sincerely,
***********************Business Response
Date: 07/23/2024
July 23, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21893138
Complainant: Hailey ************************************* Account #: *******
Date of Agreement: February 4, 2023
To Whom It May ***************** have reviewed the additional information provided by *************************** and appreciate the opportunity to respond.
Vivints records indicate that a refund in the amount of $174.98 is now being processed to the card ending in 0362. This covers 3 months of service fees and the additional $23.00 bank fee. ************** will receive this refund within 5-7 business days and Vivint apologizes for any undue delay in this process.
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:06/23/2024
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 employees operating without a permit in the city of ************ after being told multiple times and ignoring no soliciting signs.Business Response
Date: 06/27/2024
June 27, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21890318
Complainant: *************************;
Vivint Account #: ******
Date of Agreement: NA
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that Vivint representatives are operating in the city of ******************* without a permit. ************** desires Vivint to be fined for a violation.
Vivints records indicate that Vivint has given the information that was provided by ************** to the appropriate management in order to prevent these types of interactions in the future. ************** 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 LegalInitial Complaint
Date:06/22/2024
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 had issues with my security cameras going offline many times. I had stuff stolen out of my driveway and at that time cameras were offline. I have tried contacting them by phone with no answers to why they randomly shut off. I have sent emails but unfortunately I no longer have access to that email.Business Response
Date: 06/28/2024
June 28, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21888498
Complainant: *****************
Vivint Account #: *******
Date of Agreement: July 8, 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 issues with her cameras dropping offline many times. ************** states that she has had items stolen from her driveway that were not captured by her cameras. ************** states that no one at Vivint has been able to tell her why the cameras continue to drop offline. ************** desires a refund.
Vivints records indicate that ***** signed a Purchase and Services Agreement (Agreement) on July 8, 2021. Vivint has no record that ************** ever informed Vivint of having any trouble with her cameras. Vivints records show that ************** last had a Vivint Smart Home Professional to her home was July 23, 2021, due to a power issue in her home that caused a loss of power to her doorbell camera.
A Vivint representative has attempted to reach ************** to assist with this matter via email. After reviewing the account, ********************** agrees to schedule a Smart Home Professional to complete a full system check replacing any equipment deemed necessary with same/like equipment at no cost.
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:06/22/2024
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 representative told me when I signed up that their system could not be hacked. That is not true. On June 6, 2024 I called Vivint CS to report a problem with my alarm system not turning on when I attempted to turn it on from my iPhone. Vivint shut down completely. When it came back on I noticed the system was being controlled by the hackers. For example, the lights for the backyard front yard were both on during the day. I turned them off and it happened again. It has been a reoccurring event every day since 6/3/24. The cameras in my home were turned off of "Privacy Mode" without my permission when I had set them for "PM". The setting for my door **** was turned off to only ring on the outside, which makes no sense because I am retired and spend a great deal more time at home. I am a senior citizen and believe I have been targeted by the hackers being ale to monitor all of my movements.Business Response
Date: 06/28/2024
June 28, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21887714
Complainant: *************************
Vivint Account #: *******
Date of Agreement: June 27, 2023
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she was told that their system could not be hacked when she signed up for service. ************** states that on June 6, 2024, she called Vivint to report her system not turning on from her phone and shutting down completely. ************** states that when it came back on, she noticed it was being controlled by hackers. ************** desires to be contacted by Vivint.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on June 27, 2023. On February 6, 2024, ************** called Vivint to report her camera spotlight was turned off by a neighborhood thief. Vivints representative scheduled a Smart Home Professional to resolve a wiring issue. On February 7, 2024, ************** cancelled the work order as she would not be home, the work order was never rescheduled. On February 12, 2024, ************* called Vivint as she was not able to log into her account and was concerned someone stole her information along with changing phone numbers the Vivints monitoring station would call in case of an emergency. Vivints representative updated all contact phone numbers. On February 20, 2024, ************* called due to being signed out of her mobile app. She was advised that it may have been caused by a known issue with the mobile app. ************** stated that she thought someone accessed her phone accessing her mobile app. Vivints representative offered to assist ************** with changing her password. ************** said she would take care of it later. On June 3, 2024, ************** called Vivint saying her mobile app had been hacked and removed from her phone. She claimed her identity had been compromised and her Apple account had also been hacked and she was unable to go to her app store. ************** was not home saying she would call back at a later date. On June 26, 2024, ************** called Vivint with mobile app issues, troubleshooting was completed, and her issue was resolved.
A Vivint representative has attempted to reach ************** to assist with this matter via email. After reviewing the account, ********************** agrees to schedule a Smart Home Professional to complete a full system check replacing any equipment deemed necessary with same/like equipment at no cost.
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:06/22/2024
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'd like to report Vivint Smart Home for deceptive business practices. I've been a customer with ********************** since 2017. Vivint Smart Home had not performed any maintenance to my security system since it was installed in 2017. In December 2023, I contacted Vivint Smart Home to report a defective security system. My alarm would repeatedly experience false alarms at all times of the day and night. The customer service representative claimed that their records did not show any false alarms, which was not true. The customer service representative refused to schedule any maintenance on the system at no additional cost. Instead, the customer service representative tried to sale me more expensive security equipment. I terminated the service with Vivint Smart Home in March 2024 and had a new alarm system installed with another security company. My security system with Vivint Smart Home has not been active since March 2024. However, suddenly, Vivint Smart Home is trying to bill me for a service that I am not using and have not used since March 2024. Last week Vivint Smart Home sent me a bill for May 2024 services. I contacted Vivint Smart Home ****************** on 6/22/2024 to inquire about why I am being billed for a service that I haven't used since March 2024. The customer service representative advised me to disregard the bill. When I inquired about written documentation indicating that the bill is not valid, the customer service representative refused to provide documentation and stated that I needed to call a different department that's only open on Monday - Friday.Business Response
Date: 06/27/2024
6/28/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21886930
Complainant: *********************
Vivint Account #: *******
Date of Agreement: 7/3/2015
To Whom It May ***************** have reviewed the information provided by ********** and appreciate the opportunity to respond.
A resolution has been agreed upon. Vivint has waived 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:06/21/2024
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.
Constant harassment every year, and even late in to the night. We have a no soliciting sign above our doorbell and they still ring and wake up the kids. Every year we have this issue. Every year we say "no," and pojtn out the no soliciting sign. They need to be banned, and I will look into a solution with our HOA, but every time they touch our doorbell will be a trespassing call.Business Response
Date: 06/27/2024
June 27, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21885650
Complainant: ***************************;
Vivint Account #: ******
Date of Agreement: NA
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that Vivint harasses him every year late at night. He says no and Vivint still comes. ****************** desires no further contact with Vivint.
Vivints records indicate that Vivint has given the information that was provided by ****************** to the appropriate management to prevent these interactions in the future.
A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. ****************** 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 LegalInitial Complaint
Date:06/21/2024
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 June 6 (maybe June 7), I made the mistake of listening to a door to door guy talk about Vivint - it sounded great because it was going to be local and our current system was not, which meant long waits for problems. We agreed on things and magically an install guy could come that night to install everything (probably before we had a chance to change our minds). Due to other home improvement projects being completed, the door alarms and key codes could not be installed (although they wanted to even though the doors were not in, no trim and paint had to be done yet). We set a tentative date for them to come back, our contractor was not done yet, and were told not a big deal, call when it is done and we will come finish. Called them to set up a time, waited on call back, received one on 6/18/24 and were told someone would come between 12p-4p on either 6/19, 6/20 or 6/21 - shocked, no one called or came. After spending 6 hours on the phone, have been informed there is nothing scheduled for any install people to return to our area and they had no idea when the job could be finished. Meanwhile, we have been without door locks / handles as it did not make sense to install new ones when we had these coming. Our attempts to cancel outright have been unsuccessful and were told we would need to buy out even though we have not gotten full use of what we signed up for. We want the c*** picked up and nothing billed.Business Response
Date: 06/27/2024
June 27, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21885540
Complainant: *******************************
Vivint Account #: ********
Date of Agreement: June 7, 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 schedule a Smart Home Professional to remove the equipment. Vivint is currently working with **************** on finalizing an appointment. Once the equipment is removed, Vivint will proceed with a full cancellation of the monitoring service agreement, a full refund to Citizens for the equipment line of credit, and a refund of all payments made directly 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:06/21/2024
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 spoke to a move specialist at Vivint about moving my security system to my new residence. They told me if I left my current system at my old home and purchased a new system for my new home, they would forgive the line of credit on my old system. I have two emails from two different reps at Vivint stating this. Now that I've moved, Vivint is telling me they will not forgive my current balance and now there is no way for me to get back the equipment I left behind.Business Response
Date: 06/26/2024
June 26, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21884336
Complainant: ********************;
Vivint Account #: *******
Date of Agreement: October 7, 2020
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 email and 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:06/21/2024
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 checked my billing statement and there were 5 charges from vivint that I never authorize and I have never had a vivint account at *************************************Business Response
Date: 06/27/2024
June 27, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21881877
Complainant: ********************;
Vivint Account #: *******
Date of Agreement: April 18, 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 refund $278.44 to the card of ************ as well as remove the payment method from the Vivint account. ************ 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 Legal
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