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
- 8,361 total complaints in the last 3 years.
- 2,970 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:06/18/2024
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.
Vivant Home Security and their credit line *********************** Finance will not forgive the loan taken out by my mother for her home security system. She passed away 05/04/2024 suddenly and unexpectedly. I have worked with both companies to try to have this loan forgiven, however, Vivint refuses to accept the equipment back, and *********************** Finance (line of credit) will not forgive the loan, though my mother took it out while she was alive. I have had multiple phone calls with both parties, in which *********************** Finance at one point provided me with a return address to send the equipment back, but I was told by Vivint the equipment may not be returned. This has been greater than 4 weeks of hassle, duplicitous interactions, and confusing outcomes.
Business Response
Date: 06/25/2024
June 25, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 21866583
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: 6/22/23
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 is actively working with ********************** and is gathering additional information to resolve her complaint. ********************** 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:06/18/2024
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 was approached by a Vivint sales representative on 5/25/24. The sales shared the product including a 30 day trial period. I was promised several items that he was unable to deliver. I was promised a door lock that has yet to be installed. I was promised a contract buyout for my prior services, which I have yet to receive. I am currently paying for two services. I contacted the customer service department on 6/18 to cancel my contract. The associate informed me the trial period was only 3 days, not the 30 days the sales representative shared. I was informed I was unable to cancel the contract unless I paid $1000k. None of this was explained at the time of the sale. The product was intentionally misrepresented. Vivint customer service was unable to resolve the issue. They admitted the product was misrepresented but unable to waive the fee. These types of business practices are deceitful and abusive. I am looking to cancel my contract without penalty.Business Response
Date: 06/24/2024
6/24/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21865652
Complainant: *************************
Vivint Account #: ********
Date of Agreement: 5/25/2024
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** explains the sales representative gave her 30 days to try out the system; however, after attempting to cancel her account, shes being told she only had 3 days. ************* is requesting cancellation of her account.
To assist **************, Vivint is willing to cancel and refund her account upon receipt of the equipment. A representative has contacted ************** via email to schedule an appointment for the system removal.
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:06/18/2024
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.
Well, I'm a immigrant. One day a guy from Vivint came to my house. Offering their services. And they told me stuff that are not true. That I could cancel anytime for free and they would just come and take their equipment. But I called and they say i have to pay an amount that the guy didn't tell me. Also they opened a credit account without my permission. The guy asked me for my social security card to verify if I was eligible for the system. And as a immigrant they always asks me for my SS and I gave it to him. And I'm trying to cancel the service and also the credit. But they are telling me to pay them full or they're not cancelling it. I said that I'd give them their equipment but they said no. Also I'm having very bad moments financially. I have childrens to take care of. And I just can't anymore with the system because the price they told is not it. If I stop paying them that'll affect my credit and I don't want that because I would get in trouble. Please I just want to cancel their system and the credit. I can't be paying for something I don't want in my house. And also pay in full something that I won't have. I don't have the money to pay them in full is over 3 thousand dollar. They didn't tell me that I was buying. They told it was something to pay monthly and can cancel anytime I want for free. Please help me.Business Response
Date: 06/24/2024
June 24, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21864851
Complainant: Marvens Auguste
Vivint Account #: ********
Date of Agreement: April 10, 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 Ms. 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:06/17/2024
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.
On May 8th 2024 I contacted Vivint to cancel my security monitoring service due to a move. After being transferred around 2 or 3 times I spoke to an individual who told me I did not owe any balance and that he would send me the necessary information via e-mail to cancel my service. I replied to the e-mail with the requested information and thought the matter closed even though I never received a response. A month later my bank account was charged for service. I called Vivint on June 17th 2024 to ask why I was still being charged and was informed that my service was still active because I had over a year left of a service contract and that I would have to pay an early termination fee to end it. I explained that my equipment was paid off and that I was told a month prior that I did not have any balance owed. I was then told that when I had called in November of 2023 to lower my monthly bill I was put into another contract. (I did indeed call in November to try and lower my bill which they did by about $10 a month. However, I recall asking if this would extend my contract and being told no during that conversation.) I asked the representative if they couldn't eliminate the fee if there was anyway they might work with me and lower the termination fee but that did not happen. I asked if speaking to a supervisor might help and I was placed on hold. The representative came back and told me there was nothing they could do and I would have to pay the (close to $600) early termination fee to cancel my service. I reluctantly allowed them to deduct the fee from my bank account so I could be done with this mess.Business Response
Date: 06/21/2024
June 21, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21864492
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: July 25, 2015
To Whom It May ***************** have reviewed the information provided by Mr. ************************* and appreciate the opportunity to respond.
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 May 8, 2024, to his checking account ending in 2611. 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: 06/27/2024
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:06/17/2024
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 happy Vivint customer for over 3 years, and now unfortunately feel as if I was a part of some elaborate scam. I am moving from my current home and have inquired with customer service about canceling my service. My experience dealing with multiple members of the Vivint team was nothing short of h*** I was passed back and forth, only to repeat myself over and over about my situation, and was still left still searching for answers. I feel that I was lied to by the salesperson, *****, about my ability to get out of the contract in the event of moving homes. I've been told that I owe over $1,700 (!!!) to cancel my contract and that I have no recourse. I couldn't believe this to be the case and then I searched online and found hundreds of other customers in similar situations; I only wish I had done more research ahead of time and will certainly warn as many people as I can now about the shady business practices of this company. I even tried to go back and find contact information and perhaps some record of communication with ***** to see if the lies were documented, but I believe it all happened over the phone or in person. I need to have this contract stopped and I really can't afford to pay $1,700 to do so; this is simply an outrageous scam on behalf of Vivint.Business Response
Date: 06/21/2024
June 21, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21864059
Complainant: ********************;
Vivint Account #: *******
Date of Agreement: July 1, 2016
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In his complaint, ******************** states that he was lied to by the sales representative about cancellation of the contract if he was moving. He states Vivint told him he would need to pay $1,700.00 to cancel. ******************** desires a billing adjustment.
Vivints records indicate that ******************** signed a Purchase and Service Agreement (Agreement) on July 1, 2016. On May 15, 2024, ******************** reported to Vivint that he was moving. Vivint informed ******************** that his equipment loan must be paid off before he could cancel his account. *********************** records show on June 17, 2024, ******************** requested the cancellation of his account due to moving, records show ******************** declined all of Vivints offers and was educated on the Vivint cancellation buyout.
A Vivint representative has attempted to contact ******************** via email in efforts to resolve this matter. Vivint offers to cancel the remaining Vivint monitoring Agreement without further penalty to ********************. However, ******************** will remain responsible for his remaining equipment fees. ******************** 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:06/17/2024
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 filing this complaint against Vivint for failing to monitor my *********************** (video camera, doorbell, alarm system) and billing for services I did not receive. I have been without Vivint's service since May 3, 2024. I contacted Vivint on June 17th regarding a statement dated 5/27/24 in the amount of $238.56. I finally reached the technical department after being transferred to several representatives who offered no assistance. After nearly an hour of troubleshooting with a Representative in the technical department, it was discovered that I have been without service since May 3rd due to lack of power. The Representative applied a credit of $20 to my account and explained that this was the only amount she had authorization to apply, and she transferred me to ******* Services. ******* Services transferred me to Collections. Collections transferred me back to ******* Services. Every Rep that I encountered was incompetent. I am seeking credit from May 3, 2024, through June 16, 2024. I am also seeking an explanation for why my service went down on May 3rd, and Vivint failed to call or text to inform me that my service was out. I've filed a lawsuit against Vivint for property damage in 2022. This issue I'm experiencing with Vivint appears to be retaliation. I will not agree to autopay because they've debited my account for too much in the past, which I had to dispute with the Bank.Business Response
Date: 06/24/2024
June 24, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21863688
Complainant: *************************
Vivint Account #: *******
Date of Agreement: December 27, 2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she has been without Vivint service since May 3, 2024, and is still being charged. **************** states that she called after receiving a statement in the amount of $238.56. *************** desires to be refunded from May 3, 2024, through June 16, 2024.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on December 27, 2021. On June 17, 2024, *************** called Vivint regarding a black screen on her panel. It was determined after troubleshooting that she had been without her panel since May 3, 2024,due to lack of power. Vivints representative was able to resolve the power issue over the phone. **************** disputed the charges on her account saying she never received a past due notice, and the system has not been working.
A Vivint representative has attempted to reach **************** to assist with this matter via email. After reviewing the account, ********************** agrees to provide a credit in the amount of $218.56 providing a fresh start. No refund is warranted as the last payment received on the account was February 22, 2024.
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:06/17/2024
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 were given a 30 day trial with the Vivint system. Sales rep said if we werent happy they would remove everything within 30 days and we would owe nothing. Rep pulled my credit and opened an account with a credit card company without my knowledge. He asked to see emails when they came through because it had info for him to set up account and he apparent approved everything from those emails. When I realized this a few days later when a charge his my bank account (that shouldnt have hit until after 30 days) I asked for the system to be removed. They Also said it worked on a chip and WiFi wasnt required. They hooked it up to our WiFiand we have had numerous problems with the system. Not detecting people, being locked out of our house and having to use the key instead of keypad, thermostat gets changed periodically, . I had a friend (thank God it was a friend) that walked into my house without the camera picking them up (the door bell didnt work). and worse yet, we had 2 people attempt to break into our vehicles and the system did not detect them. Police officer says its very suspicious of the security installers. I was promised by a ***** R that my system would be removed and we wouldnt owe anything. Today I received an email stating our cancellation request was denied. I have filed a fraud complaint with Fortiva and will be reporting to credit file companies. I want this system removed immediately and all accounts cancelled with no money due.AS I WAS PROMISED!!Business Response
Date: 06/25/2024
June 25, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21863142
Complainant: *************************
Vivint Account #: ********
Date of Agreement: 5/29/24
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 is removed from her home. **************** may contact Vivints representative directly to schedule the equipment removal or 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: 06/25/2024
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:06/17/2024
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.
When I purchased cameras I was told by the sales person that when I move Vivint will remove, replace, and install my security system for free up to 3 times. How ever when I called to use this benefit Vivint reps told me that this services is no longer done with no specific reasons. They also tried to sell me more cameras. They said just because the sales person told us this doesnt mean well get it.Business Response
Date: 06/21/2024
June 21, 2024
Better Business Bureau of ****
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 21862556
Complainant: *******************
Vivint Account #: *******
Date of Agreement: June 16, 2023
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In his complaint, ************ states that he was told that if he moved Vivint would remove, replace and install his security system up to 3 times. He states Vivint has denied this request. ************ desires a refund, billing adjustment, and to have the job finished.
Vivints records indicate that ************ signed a Purchase and Service Agreement (Agreement) on June 16, 2023. On June 10, 2024, ************ requested the move of his Vivint system. Vivints records show ************ agreed to removing his system for $99.00 and $149.00 to have his system installed. June 18, 2024, *********** reported to Vivint that the technician damaged wires at his previous home when uninstalling the equipment. On June 19, 2024, a Vivint claim manager reached out to ************ via phone and email regarding the damage caused by the Vivint technician requesting a written invoice from an electrician for the repairs.
A Vivint representative has attempted to contact ************ via email in efforts to resolve this matter. Vivint offers a $150.00 credit toward the Vivint account to cover the cost of the installation of the equipment. ************ 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:06/17/2024
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 tried multiple times to have our security system turned off since November 2023. They continue to act as if no one cancelled service and keep billing me. My system is no longer in contract. Now they are stating the only way they will turn security system off is if we pay a bill of $336 and stated they will continue to bill until we pay them. We have called multiple times requesting them to shut it off and sent statements back to them with letters stating to turn system off.Business Response
Date: 06/21/2024
June 21, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21862383
Complainant: *********************
Vivint Account #: *******
Date of Agreement: December 1, 2017
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that he has attempted to cancel his service several times since November 2023. He states Vivint continues to bill him. **************** states Vivint is trying to charge him a cancellation fee. **************** desires no further contact with Vivint.
Vivints records indicate that **************** signed a Purchase and Service Agreement (Agreement) on December 1, 2017. On July 20, 2023, *************** requested the cancellation of his Vivint Agreement, as he no longer used it. On April 25, 2024, **************** reported that he cancelled four (4) months ago. Vivints records show **************** was informed that he must pay the remaining balance to cancel.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint has offered to clear the balance due of $336.05 and to cancel the remaining Agreement without further penalty to ****************. **************** 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:06/17/2024
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 December I called them to cancel my contract due yo none of my equipment working and they never sent anyone to check things. I was notified I had a 5 yr contract which would expire in June. I was told that to cancel I would have to pay 50% of the difference left to pay. I agreed I was told 210 dollars. I told them to take it out my card and cancel they had my card on file. The next month I normal payment was deducted of ***** I called again I was told I could not cancel until I sent a formal notice they were to send me an email to fill out and send back. I never received it. I called again was told the same thing again. I found their email and sent in the request still never stopped taking out my reg payment. In March I called my bank and asked them to stop letting the draft go through. I then called Vivint and told them to cancel my contract that I had paid 4 months and that should end it. They still as of today will not cancel me and keep telling me ***** I owed 3 months payments and my contract has ended this month. They will not let me cancel until u send a statement I sent 2 already they say they never received I have proof it was sent. Now they say I have to pay termination fee then they will cancel that they cant accept the notice of cancellation if I dont pay. When I asked to pay in Feb I was told the process was to send the notification first then they could take payment. I paid over *************************************************************************************** 3 yrs. All I am asking is to cancel this contract and not pay any more money.Business Response
Date: 06/21/2024
June 21, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 21862047
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 6/16/19
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 waive the early termination fee. ****************** has no further obligation to Vivint and 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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