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:06/07/2024
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.
On May 23rd.2024, a Vivint salesman (Zechariah) approached me at home and told me they can put in their Vivint security system saving me money because Vivint was cheaper and better than ADT which I had at the time. The salesman (Zechariah) asked how much I was paying for ADT and that Vivint would buy out my obligation for my equipment. I agreed to give them a try. Then when the installer came he said he only had 3 sensors with him because that is what his work order showed. I told him, then that would be leaving all 9 windows unsecure. I never got the sensors after being told that was another $450. My bank account was debit on May 28thy. 2024 for $118.51 without the system being totally installed. Then on May 30th. I got a "Buy-Out" email saying Vivint would not pay my full balance of $3,448.95 like I was told but only up to a $1,000.00 toward my ADT equipment. I sent a cancellation letter to Vivint on May 31st. 2024. The bank Fortiva has a open account under my name for Vivint equipment in the amount of $3935.84 without the job being finish and my home still not being secured. So for over 2 weeks I have stressed about my house and family not being secured with a attempted breakin on May 27th 2024 unknown time as no one was home that Memorial weekend. They have cancelled 6 different times to come pick up their equipment leaving me with not only a unsecured home but no AC because they changed out my thermostat that is not compatible with ADT. They said they would not reinstall ADT equipment leaving me again without a secure home and a service cost from ADT if they come out to reconnect my equipment.
Business Response
Date: 06/14/2024
June 14, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21819424
Complainant: ***************;
Vivint Account #: ********
Date of Agreement: May 23, 2024
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. Vivints record indicates that Mr. ******* equipment was uninstalled on June 7, 2024. On June 9, 2024, Vivint refunded all payments made, cancel his Agreement and credit the balance owed on equipment loan within 5-7 business days.
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: 06/14/2024
Complaint: 21819424
I am rejecting this response because: I am still out of pocket $124.00 for service fee (reconnection ADT) and miscellaneous materials, stucco patch (holes from driveway camera) Fix-All, for patching holes from doorbell camera and one broken front window screen. If Vivint will pay this expense then I would be willing to close this case.
Sincerely,
*******************Business Response
Date: 06/26/2024
June 26, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21819424
Complainant: ***************;
Vivint Account #: ********
Date of Agreement: May 23, 2024
To Whom It May ***************** have reviewed the addiotnal information provided by Mr. ******************* and appreciate the opportunity to respond.
At this time, Vivint has opened a home damage case for **************** to assist with his ongoing concerns. An agent from Vivint will be contacting him shortly to get more information and assist as needed.
For any additional questions or concerns regarding this matter, **************** is encouraged to reach out directly to ********************************** / ************).
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************Initial Complaint
Date:06/07/2024
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 trying to terminate my service with Vivint Smart Service. I have called 4 times, texted once all in vain. I got a person that tried to talk me into remaining and getting more services. All I want is to cancel my service. PLEASSSSSE!Business Response
Date: 06/12/2024
June 12, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21819066
Complainant: *********************;
Vivint Account #: *******
Date of Agreement: May 5, 2012
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 $92.28 and to cancel the account without further penalty. ************** 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:06/07/2024
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 entering this complaint on behalf of my mother, *****************. She has been unable to discontinue her service with Vivint alarm. I also tried to discontinue her service due to lack of customer support and they will not allow me to discontinue. They very aggressively continue to try to sell us services. Help?Business Response
Date: 06/14/2024
June 13, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21818843
Complainant: *****************
Vivint Account #: *******
Date of Agreement: 4/7/11
To Whom It May *********************** have reviewed the information provided by ********************* and appreciate the opportunity to respond.
In her complaint, ************ states that she and her mother have been unable to cancel her mothers service.
Vivints records indicate that ************ signed a Purchase and Services Agreement (Agreement) on 4/7/11 with an initial term of sixty (60) months which After the initial term, the Agreement will automatically continue month-to-month and may be terminated at any time after the initial term upon at least thirty (30) days prior written notice to Vivint. If terminated, this agreement ends on the last day of the thirty (30) day notice period. Vivints records indicate that ************ spoke with a representative on 6/6/24 to request cancellation. She was given cancellation information and stated that she did not use email. Instructions were given orally. Vivints records indicate that ************** written cancellation notice was submitted on 6/7/24. Later that day, ************** daughter, *********, contacted Vivint to confirm that the written cancellation notice had been received. She was informed that it takes 30 days to process the cancellation.
A representative from Vivint has reached out to ************ and *********, in an effort to resolve this matter. Vivint agrees to cancel ************** service and waive the 30-day cancelation period. ************ 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:06/07/2024
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 switched security services from ADT to Vivint, the salesmans name is ****** who came to sell us the equipment sold us on the equipment how good it was etc. while the process was going he was ******* through the paperwork and not letting us fully read the paperwork before showing us the next set of papers. When it came down to signing paperwork I asked him multiple times if they would be running my credit or making me apply for a loan he said no. I asked him again/ multiply times through out the process and he kept lying and saying that thats not what it is. He proceeds to say its exactly like your adt contract no loan no credit pull just a contract you have to sign. Later a month and a half (today), found out that it was indeed a hard credit pull multiply times and they did make us apply for a loan for ***** dollars without asking. After asking them why this happened they said it shouldnt be a loan and if it is the only thing they can do was give me 5 dollars off for 5 months.Business Response
Date: 06/14/2024
June 13, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #:
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: 4/19/24
To Whom It May *********************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In his complaint, ************** states that he was told multiple times that Vivint would not run his credit, nor would he have to apply for a loan. He later found out that there was a hard credit check for a loan without his permission.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on 4/19/24 with an initial term of sixty (60) months and an equipment fee of $3820.72. Vivints records indicate that ************** participated digital survey that was sent to and answered on his personal device. *********************** records show ************** answered that he understood that was approved for a Citizens line of credit, and that he understood that his monthly payment to Citizens is separate from his monthly Vivint fee. Vivint and Citizens will charge him separately for the following amounts to Vivint: $ ***** plus taxes fees and to Citizens: $66.67. Vivint relied on ************** representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.
A representative from Vivint has reached out to ************** in an effort to resolve this matter. In a gesture of goodwill, Vivint agrees to reduce ************** monthly monitoring fee by$10 a month for the duration of his Agreement. ************** may contact Vivints representative directly if he has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:06/07/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called Vivint and requested to cancel my service at February 24th 2024, that time they even charged me a cancellation fee of US$ 141, which I promptly paid, and said it was all set.Today, it is 06/07/2024, and I keep receiving bills from Vivint, some of them say I owe about US$ *****, others said I owed US$ 33,00 and so on. On top of that, I keep receiving calls charging me as well. One of the people I called on the phone today said the account was not properly closed on their side. It, in my viewpoint, was not my fault, since I requested the cancellation and paid the cancellation fee.So, I want to make sure my cancellation was properly processed on the date I requested, and nothing else is owed on my part. And there will no collection or reporting to credit agencies.I hope we can have a resolution on this problem Sincerely *****************************Business Response
Date: 06/13/2024
June 13, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21818427
Complainant: ********************;
Vivint Account #: *******
Date of Agreement: August 27, 2021
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** states that he requested cancellation on February 24, 2024. He states he paid the cancellation fee. He states Vivint continues to bill him. ************** desires a billing adjustment.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on August 27, 2024. On February 23, 2024, ************** requested the cancellation of his Agreement due to equipment issues. On June 7, 2024, ************** again requested the cancellation of his Agreement. On June 10, 2024, Vivint received the Required Notice of Cancellation to cancel his account.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint has offered cancellation of the Agreement effective February 23, 2024, and to provide a refund of any payments made directly to Vivint from that date forward. ************** 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:06/07/2024
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 7, 2024, I contacted Vivint to arrange for the transfer of my equipment from my old home to my new home. The representative spent over an hour attempting to persuade me to purchase new equipment instead. Despite repeatedly informing him that I wanted to be transferred to the department responsible for putting my account on hold, he refused. Instead, he insisted on transferring me only to Citizen Loc to pay for my existing equipment. He also denied my requests to speak with a supervisor or anyone else who could assist me with my original request.Business Response
Date: 06/12/2024
June 12, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21817324
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: January 15, 2016
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 apply a credit covering the move uninstall/install cost of $298. ******************* 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: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 sells trial runs for equipment that doesnt work and then ghosts you when you try to cancel. Vivint is an extremely unprofessional company and our experience with them as been a nightmare. We had a sales rep named ***** show up to our house selling a security system. We decided to tryout their free trial run. The system doesnt work properly so we requested to have it uninstalled. We called to have it uninstalled within the trial period. ***** said a tech would be out to uninstall but no technician ever showed up. Weve attempted to get in contact several times with ***** and the technician that installed (as we were instructed to do if we had any issues or questions) but neither of them will return our calls or text messages. Today we got a call from their finance department telling us we are now under contract with them. We tried to cancel but were told that we didnt cancel within the trial period so now we are being charged for a security system that doesnt work.Business Response
Date: 06/13/2024
June 13, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21816360
Complainant: **********************;
Vivint Account #: ********
Date of Agreement: May 30, 2024
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
A legal representative from Vivint has reached out to ******************** via phone 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:06/07/2024
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.
Scared me out of 9000 thought I was paying my security system but was paying them. They act like the real company and even say they are. THEY ARE A SCAMBusiness Response
Date: 06/13/2024
June 13, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21815717
Complainant: *******************
Vivint Account #: ********
Date of Agreement: May 18, 2024
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** states that he was scammed and had a retail credit card opened in his name. ************** did not state what his desired resolution is.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on May 18, 2024. In signing the agreement, ************* agreed to the equipment cost of $3387.91. This is the amount being financed through a line of credit with Fortiva. On June 12, 2024, an email was sent to ************** to determine his exact complaint and what his desired resolution is. ************** responded to the email saying he was still interested in the service, however, stated he was scammed and had a retail credit card opened in his name.
A Vivint representative has attempted to reach ************** to assist with this matter via email. After reviewing the account, ********************** has provided the following offers: 1) if ************** did not wish to have a line of credit with Fortiva, he could pay off the equipment in full with Fortiva (the contact information was provided) and continue with agreement with Vivint or continue with the line of credit and continue with the agreement with Vivint, {or} 2) schedule a Smart Home Professional to remove the equipment. Once removed, Vivint will proceed with a full cancellation of the agreement, a full refund to Fortiva for the equipment line of credit, and refund all payments made directly to Vivint.
To resolve this matter, Vivint has provided the offers 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:06/07/2024
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 recently and put in notice that I was moving with customer service and leaving the equipment for the new homeowner. They cut off service if my app the same day I moved, but I guess that doesnt cancel my service as they have continued to charge me. Turns out, they dont let you actually cancel until you prepay all the equipment. Nice little fine print in the handful of documents the technician makes you sign on an iPad screen and something the first customer service rep failed to mention to me. If the customer service rep would have explained this before I moved, I would have handled it differently with the new homeowner and probably taken the equipment. So its either let vivint eat my credit card limit up or pay for both service/equipment I dont have for 3 yearsBusiness Response
Date: 06/13/2024
June 13, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 21815506
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 5/27/22
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 **************** service. **************** remains responsible for the equipment loan but 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 LegalInitial Complaint
Date:06/07/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
A salesman from Vivint showed up at my door by the name of ***************** selling the service. He told me the price of the service and the price of the equipment but made it seem as if i would be paying Vivint. He never mentioned a line of credit which dropped my credit score by 30 points. He was ******* me thru the paperwork and never mentioned he was running credit. I shouldve followed my first mind and never let him in my home. When I called customer service they were no help because they said it has been past the three days to cancel in which the salesman never mentioned that either. He said I had 30 days. The garage equipment doesnt work neither does the door lock. They are telling me there is nothing they can do about it.Business Response
Date: 06/13/2024
June 13, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21815417
Complainant: *************************;
Vivint Account #: ********
Date of Agreement: May 28, 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 includes removal of the equipment, a full refund of any payments made directly to Vivint as well as full closure of the equipment line of credit. ****************** 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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