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
- 8,368 total complaints in the last 3 years.
- 2,963 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:06/10/2024
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.
New customer. I needed 7 sensors, the panel and doorbell. I was told all items would be a pay upfront install and broken down to 3 payments of $196.47 (totaling $589.41) with the first payment of $196.47 to schedule install. Leaving me with a balance of $392.94 for the next two payments. Equipment would be mine to own and can be transferred to another location upon moving if needed. This was said by Sales Rep. ***** I was told you can access the panel on your mobile app and you can also control your MyQ Garage system with your Vivint panel and mobile device. I was told they as synched together. Technician came out on 5/25/2024 to install, upon install I was told that only 6 sensors were ordered and i would need to buy the extra one at $50.00 upfront. I argued with the technician. He finally added the extra sensor. Then right after he asked for the $196.47 for the second payment upfront saying that the install will not proceed unless I paid the next payment. I wasn't told by **** that I needed to pay the second payment upon install. I was really upset and wanted to cancel the install. **************** talked to me and said it was a mistake and would approve the install. After the install, I asked about linking the garage to my system. It kept getting an error. He said it will take 24 hours before I can link it. On 6/7/2024, I kept getting an error on arming and disarming via my app or the panel. I called and talked to support. I was told that the panel needs to be plugged in at all times and can't be moved around. False statements from technician saying I can have it anywhere and unplugged as the back up battery will be working. I also found out the garage app is not a feature working right now. I was LIED to and had a terrible experience from the beginning. I asked to cancel the service. I was told I was unable to and would need to pay upfront to ****** I want to return the equipment, cancel and get my money back. I am within my two weeks from the original call.
Business Response
Date: 06/13/2024
June 13, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21829841
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: May 25, 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 the full cancellation of the Vivint account. This will include removal of the Vivint equipment, a full refund of any payments made directly to Vivint, and full closure of the equipment line of credit. **************** may contact Vivints representative directly if 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:06/10/2024
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 on May 20, 2024 to start service at a new location. Everything went smoothly and I paid for all equipment and one months service at that time. The issue starts with the tech simply arriving to install. I was given an appointment window that spanned four hours. The first time the tech was suppose to install approximately two and a half hours had passed. I texted the technician and asked how long it would be as I had another appointment. He responded that he was planning on showing up 15 minutes prior to the end of the four hour appointment window. I was annoyed at this because I have Vivint at another location and the techs show up at the start of a two hour appointment window and manage to not only install, but clean up any mess and test the system. This guy couldnt show up in a four hour window.I ended up rescheduling for a Saturday. They sent the same tech in the same four hour window. After about two hours into the appointment window he texts and says he trying to start on the job before me. I texted him back saying its ok, its Saturday I can wait a little longer. He said it would be right at the end of the appointment window when he arrived. I decided to exercise patience and said ok. Approximately ten minutes after he was supposed to show up, he called and said it was going to be a while at the other job. I was annoyed at this point and told him we would have to reschedule again. What sounded like an ederly (definitely older) woman called to reschedule my appointment. I explained both incidents to her and requested a different tech. She said she would see what she could do and we rescheduled for a Friday. I called Viking (whose phone number changes daily) to explain the situation and that I would be canceling the installation if they sent the same tech. I was assured that I had someone different and that he was scheduled to arrive at the start of the appointment window. I ended up canceling and they have yet to refund my money.Business Response
Date: 06/14/2024
June 14, 2024
Better Business Bureau of Utah
3703 W 6200 *
*******************************;
RE:
Consumer Complaint Case #: 21829803
Complainant: * s
Vivint Account #: NA
Date of Agreement: NA
To Whom It May *********************** have reviewed the information provided by Mr. * s and appreciate the opportunity to respond.
In their complaint, Mr./Ms. * s states that after 2 failed attempts to have a technician install their equipment, they chose to cancel the installation and still have not received a refund for their prepayment.A representative from Vivint has reached out to Mr./Ms. * s in an effort to resolve this matter. In order to assist, Vivint needs additional information to look up the *ervice such as a Name, a service address, a phone number or an email address that is linked to his account. Mr./Ms. * s may contact Vivints representative directly to provide additional information or if they have any 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.
*incerely,
Vivint LegalInitial Complaint
Date:06/10/2024
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 10, 2024 at around 2:00 pm, two Vivint solicitors came to our door. They said that they had received our police report about a car being broken into which initially made it feel like they were trying to capitalize on something bad that happened. One of the employees was in training and was fine/quiet/respectful the whole time. The other was rude, condescending, patronizing, and extremely pushy. Not only did I have to say that we were not interested multiple times, but he continued to ask what we purchased instead of their services which was inconsiderate and rude as homeowners owe nothing to the numerous solicitors that often try to sell their services. He was told that we were not interested five or more times, and still didn't leave, said he would come back to talk to my husband, and when he was told that neither of us were interested, rolled his eyes and stormed off. Because they came in the middle of a work day, and were extremely persistent about someone answering the door, I had to leave my meeting to speak to them, and then they wouldn't leave when asked. Further, we have a no soliciting sign that they ignored.Business Response
Date: 06/14/2024
June 14, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21829255
Complainant: **************
Vivint Account #: N/A
Date of Agreement: N/A
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In the complaint, ****** explains that they were approached by Vivint solicitors that were very rude, condescending, patronizing and extremely push. ****** also mentions that they have a no soliciting sign that was ignored.
The kind of behavior ****** has reported is not consistent with Vivints policies and Vivint apologizes for any inconvenience. To further assist, Vivint requires ******* full address in order to notify the sales representatives in his area to no longer approach his home.
For any additional questions or concerns regarding this matter, ****** is encouraged to reach out directly to ********************************** / ************).
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:06/10/2024
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 November of 2020, I was approach at home by a vivint sales group. I elected to move forward and contacted vivint for their home security service and enrolled in automatic payment because of the discount I would receive. Collectively I have paid over $5000 for their service and equipment and have the bank statements. For over a month now my service has been disconnected because according to I have an outstanding balance of $156, yet Vivint continues to charge my account. I called several times to gather information on these charges and Vivint first told me I dont have a card on file, after I was told my card on file expired in 2023, yet I have the bank statement showing that vivint has charged the same **** since 2020. When I ask if I dont have a card on file or its expired how is vivint processing monthly payments? Vivint response was I see the charges and I dont know how. When I ask if you see the charges why has my service been disconnected? Vivint response, I dont know but you have a balance due of $156. when I ask if I could sent the proof of payments I was told their system shows a balance is due so I needed to pay an additional $156 to reinstate service. Vivint today told me it was a mistake with their higher billing department and nothing could be done at the time and was transferred to an other department. Ive been transferred to every department in the company at this point. I was told a month ago someone who follow up with yet no has. I called again this afternoon and the same song and dance. All I get from Vivint is I dont know, let me transfer you, and how do You want to pay no one has been able to explain these additional charges. This is no way to treat someone. I have a wife and kids, I contracted vivint services to feel safe and be alerted in any event. This is not a good feeling.This is what I was told I would get with Vivint. Honesty and integrity come first and Customer obsession is our advantage. Cant say I agree as a consumerBusiness Response
Date: 06/14/2024
June 14, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21829101
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: December 5, 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 provide a credit on the account to cover the outstanding balance,providing a fresh start. **************** 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:06/10/2024
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.
Vivent salesperson came to my home offering a security service. I advised him I was happy with ADT. He said, they would buy me out of that contract and give me 60 days to decide on whether I liked the service or not. They did not buy out the ENTIRE contract. I contacted ****** and was told I only had 72 hours to cancel the contract and they REFUSED to come and get their equipment. I spent 3 days on the phone with them and no one wanted to cancel or give me a favorable resolution. At this point I feel stuck and lied to about the fees and services. My ADT was free equipment, Vivent 3K. 3 year contract with ADT, 5 year with Vivent. I called them and wanted them to come and get their equipment and go back to ADT. Again, they refused! Do not sign up with this company, they are full of .... the customer service people are no help. "All we can go off of is the signed paperwork". I explained the sales guy did all of the paperwork on my phone. Never did I think he was TOTALLY lying. I called the salesperson and of course he does not answer his phone now. Horrible experience and it hasn't even been 30 days. Again, do not sign up with the disingenuous company. If anyone is reading this message, I just want out of this situation and do not want to EVER do business with the deceitful people again.Business Response
Date: 06/14/2024
June 14, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21827802
Complainant: *********************************
Vivint Account #: ********
Date of Agreement: May 16, 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 provide the additional amount of $535.76 for **************** contract buyout with ADT. ************** 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:06/10/2024
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 signed up for Vivent on 5/4/2024. A representative came to the door and spoke to me about services with them. A tech came out and installed the panel and the sensors for the windows. We never received the rest of our package. We also were never advised to see if we were in a previous contract or that we had 30 days to cancel. Now we are being charged ***** for early termination fee.Business Response
Date: 06/14/2024
June 14, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21826758
Complainant: ******* ****
Vivint Account #: ********
Date of Agreement: May 4, 2024
To Whom It May ***************** have reviewed the information provided by Ms. ******* **** and appreciate the opportunity to respond.
In her complaint, Ms. **** explains that they never received the rest of their package following their installation on June 4, 2024. She further explains that they were not advised on their previous contract or the 30-day cancellation period. Ms. **** desires billing adjustment.
A legal representative from Vivint has attempted to contact Ms. **** via email and phone to resolve her concerns.
Vivints records show that Ms. **** signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $59.46, and total equipment fee of $4,932.84 that was financed, plus applicable taxes, during that term. Vivints records also show that Ms. **** signed a notice of right to cancel on the third business day after the date of the transactions. On June 10, 2024, Vivint offered to complete the installation of the missing equipment.
Vivint is willing to assist as needed to resolve all of Ms. ****s concerns. 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 LegalInitial Complaint
Date:06/09/2024
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.
Good evening,I moved out of my house in September 2022. I have reached out to vivint dozens of times to have my account closed. After 2 yrs I was finally told it was closed after I sent I my 2nd cancellation letter and paid off my contract. However, I still receive bills stating that I owe a monthly payment and this is starting to feel like harassment.Business Response
Date: 06/12/2024
June 12, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21825226
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: May 9, 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 clear the account balance of $52.21 and has confirmed the account has been cancelled. **************** 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: 06/18/2024
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:06/08/2024
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 are getting sales people coming to our door on a Saturday night at 9 p.m. asking about our current security system and trying to sell us vivant security. This is very much a scare tactic and should not be happening.Business Response
Date: 06/14/2024
June 14, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21822994
Complainant: ***************
Vivint Account #: ************
Date of Agreement: NA
To Whom It May ***************** have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
In his complaint, Mr. ****** states that Vivint sales representatives are going to their door on Saturday night at 9 pm asking about his current security system. Mr. ****** desires no further contact from Vivint.
A Vivint representative has attempted to reach Mr. ****** to assist with this matter via email. Vivint has placed all of Mr. ******s contact information on their Do not call/knock/contact/solicit list.
To resolve this matter, Vivint agrees to the resolution as stated above. Mr. ****** 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:06/08/2024
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.
Name: ******************************* Address: ************************************************************************************************* Service Number: ******* Reason for Cancellation: Don't longer want the service That is what I have been emailing and calling vivint for the past few months since Feb 23, 2024 to cancel my account they said if my equipment was paid off I told them yes they verified and said it was goof. And told me to cancel I would have to email and then that is might take a month or two to fully process. We are her now in June 2024 and they are still charging my account. So I stopped the autopay because I do not want to pay for a service I do not want and have tried canceling for 5 months now. And every time I call they just switch me from person to person and all promise to cancel but neither of them do it. I am tired and just want my account canceled I followed all the steps to cancel with emails like they said stating my canceling reason but it is so difficult because they will not actually do it and just keep charging money for services I have refused.Business Response
Date: 06/13/2024
June 13, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21820952
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: July 25, 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 cancel the remaining Vivint account of ********************** effective March 25, 2024. Vivint will provide a refund of any payments made directly to Vivint from that date forward. **********************. ********************** 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:06/07/2024
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.
Solicitor came to my door several times throughout the week we ignored him each time not wanting to deal with the roaming sales person, on 6/7/2024 at 8:50pm the same salesperson shows up. I left him know we are not interested and are aware he has been to our house multiple times this week he then protests saying but you haven't spoken to me I said " We're NOT interested" he again proceeds to make his came for having a hard time catching us and points out that only our Acura has been home this week (my husband works from home) at this point you are paying way to much attention to my home! I again advise him to leave and he continues saying that he wants to see the video footage from my home! Absolutely unprofessional and should not be canvassing peoples housing and demanding footage!Business Response
Date: 06/14/2024
June 13, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21819924
Complainant: ****** Haynes
Vivint Account #: NA
Date of Agreement: NA
To Whom It May *********************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
The kind of behavior **************** has reported is not consistent with Vivints policies, and I have reported this complaint to sales management in **************** area and her address has been put on the no contact list. Vivint appreciates ****************' feedback and will ensure that any training or disciplinary action is carried out swiftly.
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: 06/14/2024
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. Thank you for addressing this complaint.
Sincerely,
*************************
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